Customer Experience Manager

Introduction to EcoMap Technologies

Hey! We're so excited you are considering joining the EcoMap Team. Here at EcoMap, we value building products that matter, positively impacting our community, and creating a place where people are excited to come to work each day. If all that sounds like a fit for you, we invite you to read on about the current role we are hiring for. Looking forward to hearing from you!

Overview of What we are Looking For

As a Customer Experience Manager at EcoMap Technologies, you will be the driving force behind delivering exceptional service to our customers. From the sales handoff stage to overseeing implementation and throughout the lifespan of their contract, you will serve as their primary point of contact. Your role will involve building strong relationships, ensuring customer satisfaction, managing upsells, and facilitating annual renewals. This position requires a blend of project management skills, exceptional interpersonal abilities, and a deep understanding of customer needs.

Requirements

Key Responsibilities:

1. Sales Handoff: Seamlessly transition customer accounts from the sales team, ensuring effective communication and the transfer of all relevant information.
2. Customer Relationship Management: Establish and nurture long-term relationships with assigned customers, acting as their trusted advisor and advocate within EcoMap Technologies.
3. Needs Assessment: Conduct comprehensive needs assessments to understand customer goals, challenges, and expectations, aligning them with our products/services.
4. Project Management: Coordinate cross-functional teams to ensure successful implementation of products/services, setting clear timelines, deliverables, and milestones.
5. Customer Support: Communicate and collaborate with our technical team members to address customer inquiries, concerns, and issues promptly and effectively, providing timely solutions to maintain a high level of customer satisfaction.
6. Upselling and Cross-Selling: Identify upselling opportunities within existing accounts and negotiate contracts for additional products or services.
7. Renewals: Manage the annual renewal process, proactively engaging customers, showcasing the value of our offerings, and securing contract renewals.
8. Customer Feedback: Gather feedback from customers to identify areas for improvement, share insights with relevant teams, and contribute to product/service enhancements.
9. Reporting and Forecasting: Maintain accurate records of customer interactions, sales activities, providing regular updates to management.

Skills and Qualifications:

1. Project Management: Proven experience in managing complex projects, including planning, organizing, and coordinating multiple stakeholders and tasks.
2. Interpersonal Skills: Exceptional communication and relationship-building abilities, with a customer-centric approach and the ability to interact effectively with diverse individuals.
3. Customer Focus: A deep understanding of customer needs, the ability to anticipate challenges, and a commitment to providing exceptional service.
4. Sales Acumen: Familiarity with sales processes, including upselling techniques, negotiation, and contract management.
5. Problem-Solving: Strong analytical and critical thinking skills to identify and resolve customer issues effectively and efficiently.
6. Organizational Skills: Excellent time management and organizational abilities to prioritize tasks, meet deadlines, and handle multiple projects simultaneously.
7. Adaptability: The capacity to thrive in a fast-paced, dynamic environment, adapting to changing customer requirements and company priorities.
8. Technical Aptitude: Proficiency in using customer relationship management (CRM) software, project management tools, and other relevant software applications.
9. Business Acumen: A solid understanding of the industry, market trends, and competitive landscape to provide informed recommendations and drive customer success.
10. Collaboration: Demonstrated ability to collaborate and coordinate efforts with internal teams, including sales, product development, and customer support.

Note: This job description is a general outline and may be subject to modifications based on specific company requirements and customer segments served at EcoMap Technologies.

Benefits

• Competitive compensation.
• Unlimited PTO with flexible work & travel policies.
• Generous Stock Option packages.
• Health, vision, and dental care.
• 3 Months Paid Parental leave.
• Technology & Learning stipends.
• Fun company outings and events.