Customer Experience Manager (Staffing Services Industry.) Full time position Milpitas, CA Job Description WinMax provides Staffing Services and Consulting Services to several Fortune Companies across the USA. The Customer Experience Manager is a key role within the Business Operations organization to provide great experience to both WinMaxrsquos customers and WinMaxrsquos employees, that deliver for these customers. This role is responsible for managing tasks specific to both account(s) experience and employee experience. Works as the support point of contact, customer advocate, employee engagement and escalations while leveraging cross-functional relationships to maintain and enhance customer confidence in WinMax both in proactive and reactive manner. Main Duties bull Become familiar with account background, key stakeholders, goals, requirements, and expectations of WinMax. bull Ensure timely responses amp communications to provide a high degree of customer satisfaction and confidence in WinMax. bull Be flexible to provide a value driven customer experience. Drive and Track customer39s journey and touch points with WinMax. bull Training customers on how to engage WinMax support. bull Analyze customer39s business to identify opportunities for the Sales team to cross sellUp sell WinMax services. bull Identifies proactive activities to prevent issues and keep the account(s) in good standing. bull Manage accountcase escalations, including customer and account team expectations around support, create virtual cross-functional teams as needed to achieve customer satisfaction. bull Drive continuous improvement, lessons learned and other processes to prevent escalations. bull Generates weekly reports for WinMax internal Sales, Delivery and Operations teams. bull The role also encompasses the entire customer lifecycle including on-boarding, weeklymonthly touchpoints, and measures to ensure WinMaxrsquos footprint growth. Desired Skills amp Experience bull Excellent communications skills, including verbal, written, and presentation skills. Able to create and present clear, simple, and succinct customer facing updates. bull Customer First Attitude and Passionate about Customers - Strong customer orientation being proactive and positive by nature. bull Knowledgeable and Confident - Able to coordinate and lead required resources to address account needs. bull Cross-Functional amp Collaborative - Able to assemble and lead team initiativesresources. bull Analytic mind - able to quickly grasp amp apply troubleshooting skills amp problem-solving techniques. bull Has proven experience with Escalation management, Proactive management, and Account management skills. bull Able to multitask and work effectively under pressure and deadlines. bull Willing to work outside standard business hours when situations dictate. bull Ability to document information in WinMax CRM. bull Quickly understands the business issues and data challenges and work with virtual cross- functional teams to resolve them. bull 3+ years in supporting Customers, Leadership, Escalation management andor customer facing support, account management. bull Proven ability to partner successfully with multiple teams and customers outside their direct influence. bull Ability to work effectively with executivesenior management, cross-functional teams, internal customers, external partners, vendors. bull Related BABS or advanced degree preferred. bull Able to travel to other locations and customer sites on occasion.
Posting ID: 597835726Posted: 2021-01-08