Associate Customer Experience Manager

As an Associate Customer Experience Manager in J. J. Keller's Managed Services area on the Product Management team, you will be responsible for developing and leading a team of professionals who take accountability for managing questions and issues related to the technology used for Managed Services’ portfolio of services. This team will support all Managed Services’ clients, both external and internal, and monitor the customer/user experience to ensure best-in-class service delivery.

To accomplish this, the manager will create protocols, procedures, training plans and reporting outcomes for our client success team members around how to handle inquiries and remediate problems. They monitor team members’ performance, manage priorities and escalations, engage with internal and external clients, and report on progress to the broader organization.

This position may work on-site at our newly renovated Neenah, WI office, or may work remotely from a home-based office within the US.

J. J. Keller Benefits

• Annual Reviews and Merit Increases
• Medical / Dental / Vision Insurance, including free telehealth coverage regardless of where you live
• Retirement Programs: Annual Profit-Sharing and 401(k) with Employer Match
• 17 Paid Time Off (PTO) Days + 9 Paid Company Holidays
• Quarterly Bonus Program & Annual Discretionary Performance Bonus Program
• Computer Equipment Provided for Home Office
• Work-Life Balance with ability for Flexing Work Hours
• Free access to FLEX by Fitness on Demand providing 24/7 access to online workout videos

Job Responsibilities

• Delivers results in line with the following key metrics/accountabilities:
• Develops and implements processes and procedures that maximize the efficiency and effectiveness of our client support and positively impact client retention goals.
• - Associate retention
• Coordinates and plans activities related to major enhancements/releases and how they impact support teams and the client base.
• - Managers associate relations issues
• Enforces and supports all company policies and procedures. Fully support the company's commitment to safety and the environment and strives to maintain a clean, healthy, and safe workplace.
• Manages expenses in line with departmental budgets and corporate business conditions. (If applicable)
• - Client retention
• Manages escalated client issues and resolves complaints. Maintains positive relationships with clients, including ongoing communication and issue remediation that influence retention rate.
• Implements new technology and tools to improve efficiency and effectiveness of client success team.
• - Participates in the hiring/selection process
• - Issue resolution quantitative and qualitative metrics
• Generates reports and analyzes data to identify trends and make recommendations.
• - Provides clear expectations, feedback and recognition
• Leads, develops and coaches team:
• Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines.
• Engages product, technology, and business teams to recommend changes based on trends in client issues, remediation, and feedback.
• Supports ongoing releases / deployments where client interaction / engagement is required.
• - Writes and conducts performance evaluations and progress reports
• Monitors and measures service & support metrics to further standards, make improvements, or recommend changes in workflow or resource allocation.

Qualifications

Experience:

• Experience leading a client success/customer service function for a SaaS or Services based organization.
• 5+ years' experience supporting business software applications in a SaaS or Services based organization.
• 3+ years of system/process analysis experience.
• Experience working directly with customers on technical trouble shooting.

Education:

• Bachelor's Degree in Business or Technology related field.
• In lieu of degree, may consider a combination of education and related work experience.

Other Requirements:

• Proficiency with commonly used customer support or engagement software tools, databases, systems, e.g., JIRA Service Desk, Zendesk, CRM systems, Reporting toolsets.
• Ability to work and collaborate with technical resources on customer problem resolution.
• Solid technical acumen as will be working with an array of technology products and solutions; cloud based, web applications, log review, basic SQL queries, API’s, etc.
• Strong communication, problem solving, organization and operational skills.