Senior Customer Experience Manager
Aclaimant
Customer Service
Chicago, IL, USA
Posted 6+ months ago
What is Aclaimant?
Aclaimant is a growth-stage SaaS company enabling the digital future of risk management and setting the standard for active risk management across the industry. Our comprehensive risk management platform (RMIS) empowers thousands of users to improve organizational behavior, create process efficiencies, and leverage the power of data and analytics to achieve better outcomes. We're adding top talent to continue this exciting growth; and invite candidates based and eligible to work in the U.S. to apply today!
Job Description
We are seeking a highly motivated and customer-focused individual to join our team as a Senior Customer Experience Manager at Aclaimant. As our Senior Customer Experience Manager, you’ll oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. You understand the impact you’ll create on customer experience and, therefore, the bottom line, playing one of the most vital roles in the Company.
Key Responsibilities:
- Developing and implementing strategies to improve customer interactions across multiple touch points and channels.
- Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
- Collaborating with cross-functional teams, such as marketing, sales, product development, data and the implementation team, to align customer experience efforts with business goals and objectives.
- Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
- Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
- Monitoring and measuring objectives and key results (OKR’s) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
- Coordinating with customer and internal team members to ensure optimal utilization and value, and ensuring high satisfaction that retains both logos and revenue. You will serve as the key point of contact between our highest value and most complex customers and internal teams, ensuring a smooth transition and exceptional customer experience throughout their journey with Aclaimant.
Requirements:
- Excellent communication skills - you have strong verbal and written interpersonal and communication skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback.
- Analytical skills - part of the daily role includes analyzing customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance the customer journey.
- Customer service skills - you are experienced in placing the customer at the center of decision-making and continuously strive to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy.
- Problem-solving skills - you can identify and address customer issues, resolve conflicts, and find creative solutions to pain points.
- Leadership abilities - leadership qualities are essential to lead the customer experience team, driving consumer-centric initiatives, and influencing positive change within the organization.
- Adaptability - you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics.
- Emotional intelligence - a high level of emotional intelligence enables you to navigate the emotions of both customers and team members, showing empathy when needed.
- A minimum of a bachelor’s degree in business administration, marketing, business management, communications, or a related field is beneficial but not required (a Master’s degree is preferred)
- Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning but not required.
- 5-7 years of experience in customer service, customer experience management, or a related field within the Insurance, Risk Management, Carrier, TPA and/or Risk Management Information Systems software space.
- Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software.
- Familiarity with project management principles and practices.
Join our team and play a vital role in ensuring the success of our customers by delivering exceptional client management and support. Apply now and become a part of Aclaimant's mission to revolutionize the way organizations manage and mitigate risk.
Aclaimant is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Must be eligible to work in the U.S.