account manager London, England
Job description
Customer Experience Manager / Account Manager
About EnterpriseAlumni
EnterpriseAlumni is the market leading provider of Alumni Management SaaS. Our platform helps our clients (LinkedIn, JPMorgan Chase, PWC, Bank of America, Marks & Spencer, others) maintain and maximise relationships with their alumni.
Through our platform, customers are able to drive recruiting efforts, sales opportunities and brand advocates back into their organisation.
About the role
We are looking for a technically confident CX Manager to support our customers through relationship building, customer support and general account management, throughout the steady-state lifecycle of their alumni engagement platform. The successful candidate will be solutions-focused with excellent stakeholder management, communications and project management skills. Experience or understanding of marketing / engagement / community best practice is preferred as this is an engagement platform. An attention to detail along with the ability to comprehend and explain technical concepts to non-technical people is essential.
The Customer Experience Manager will report to the VP of Customer Experience.
Adding value to the customer: This role is ongoing relationship and delivery/project management, supporting customers for continued success. The CX Manager will liaise directly with customers, assist in product support and troubleshooting, and provide proactive updates on the product and customers’ leveraging of it.
Adding value to the team: Internally, the role acts as the voice of the customer to the product and engineering teams, while collaborating with customer operations colleagues and reporting back to business leadership. This role needs to operate within controls and compliance protocols with the ability to deliver for customers while maintaining organisational procedures and integrity.
Responsibilities
- Establish strong relationships with key customer stakeholders and maintain consistent lines of communication to drive high customer satisfaction.
- Manage projects effectively to deliver on-time, while maintaining consistent communication with customer.
- Take an active role in monitoring and actioning customer-facing service desk tickets; replying to customers and/or escalating to development teams.
- Partner with sales and customer success teams to identify commercial opportunities within active accounts and align customer goals and strategy to product deliverables.
- Provide multi-faceted support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting.
- Maintain working knowledge of an ever-evolving software solution as a product expert.
- Communicate effectively with technical and non-technical roles in Product, Development, Sales, Solutions, and Customer Success.
Qualifications & Experience
Required
- Strong project & time management, organisational, and prioritisation skills.
- 1-3 years of relevant work experience in customer-facing projects.
- Excellent verbal and written communication skills; you'll be on the phone with and emailing customers every day.
- Ability to collaborate with and lead teams; influencing without authority.
- Comfort in working with high-profile customers, experience managing projects with multiple stakeholders.
- Ability to comprehend and explain technical concepts and solutions, especially to non-technical people.
- An obsession with providing the best-in-class customer service and experience.
Preferred
- Project management or agile certification(s).
- Experience with JIRA, or comparable agile methodology.
The role is part of a global Customer Experience & Customer Success team and will interact with customers across various time zones. This is a remote role, preferably based in GMT or GMT+1 Time Zones.
How to Apply:
Interested candidates are invited to submit their resume, portfolio, and a brief cover letter explaining why they are the perfect fit for this role.
EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
NO RECRUITERS
