Customer Experience Manager

Company Description

Interested in joining our team?  Here is some more information about us!  Momentus Technologies provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events.  In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue. Momentus is used for top shows from across the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique events.  Our client list includes ExCel London, Manchester United, Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House.

Working @ Momentus:

Surround yourself with highly motivated co-workers that push you to be your best each day. Momentus offers the career opportunities and fast-paced, exciting environment of a growth company where you can make a direct impact on our product and customers.

Job Description

As a Customer Experience Manager at Momentus Technologies, you will be responsible for overseeing and enhancing the end-to-end customer journey. You’ll design and execute a state of the art program dedicated to ensuring our customers have a seamless and delightful experience from onboarding to post-purchase support. Your primary goal will be to drive customer satisfaction, retention, and loyalty by implementing strategies that align with our company's values and goals.

Key Responsibilities:

• Develop and execute a comprehensive customer experience strategy that aligns with Momentus Technologies' objectives.
• Collaborate cross-functionally with sales, professional services, product development, and support teams to ensure a cohesive customer journey.
• Work closely with cross-functional teams to implement and manage software that facilitates CEM activities and provides a holistic understanding of the customer’s health
• Analyze customer feedback, behavior, and metrics to identify areas for improvement and implement effective solutions.
• Lead strategic meetings with cross-functional teams to share insights, develop solutions to improve the customer journey, and obtain buy-in from key stakeholders regarding these improvements.
• Establish and maintain KPIs to measure customer satisfaction, retention rates, and other key metrics, providing regular reports and insights to senior management.
• Implement and optimize customer engagement initiatives, such as personalized communication, loyalty programs, and customer education resources.
• Act as the voice of the customer within the company, advocating for their needs and driving initiatives to enhance their overall experience.
• Examine and understand the full customer lifecycle, then identify gaps and inefficiencies in the customer journey, and begin to implement solutions for those gaps.
• Develop a full understanding of the customer health, to then detect early warning signs of churn, improve onboarding process, and identify upsell opportunities.
• Empower the Customer Success Managers by developing key dashboards within CEM Software.
• Motivation to take initiative and capability of managing multiple projects simultaneously and achieving strategic objectives with cross-functional teams.
• Align customer experience strategies with initiatives across the organization.
• Identify customer needs and take proactive steps to improve customer’s experience.
• Work with IT team to analyze current and previous trends in key performance indicators for the Customer Success team to identify operational weaknesses and identify strategies and processes for improvement

Qualifications

• Bachelor's degree in business administration, marketing, or a related field (Master's degree preferred).
• Proven experience (3-5 years) in a customer experience or similar role, ideally within the SaaS technology sector.
• Strong analytical abilities to interpret data, derive insights, and make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and influence stakeholders at all levels.
• A customer-centric mindset with a passion for delivering outstanding customer experiences.
• Proficiency in CEM software and other relevant tools to manage and analyze customer data.

Additional Information

🌟 **Exceptional 401k Match**: We've got your financial future covered. Enjoy an 80% match of the first 10% deferral.

🌞 **Unlimited Time Off**: Rest and recharge on your terms. While there's no limit, we re