Customer Experience Manager at Babelstreet · LumiJobs

Responsibilities

A Customer Experience Manager seeks to deliver a positive customer experience and assist with customer retention along with exploring opportunities for growth. In this role you will be responsible for providing frontline support to Babel Street customers globally and working with our revenue team to ensure customers achieve outcomes they desire from utilization of our products and services. This is a hybrid role that will be based out of our Somerville, MA office.
Additionally, you will be a primary point of contact for key customers and will be responsible for building and maintaining strong relationships with them. You will identify and communicate customer needs and concerns to relevant teams within the organization, and work with cross-functional teams to resolve customer issues and identify solutions. You will also collaborate with the customer success, product, marketing, and development teams to develop and deliver customer success resources and materials and assist with onboarding and training new customers. You will need to work across teams to solve issues reported by our customers.
Assist customers in maximizing their value and success with Babel Street products starting with the initial onboarding phase and continuing throughout the entire customer lifecycle
Hands on support engineer providing L1 support via CRM, email, and phone with cross-functional teams to resolve customer issues and identify solutions
Develop deep understanding of customers’ business to advocate for customers in product planning and development
Collaborate with Sales Team to identify and coordinate opportunities for expansion, growth, and potential partnerships to grow the business
Optimize existing processes within the company and actively enhance all Customer Success initiatives
Measuring and tracking customer satisfaction and success metrics
Identify and communicate customer needs and concerns to relevant teams within the organization
Assist with Configuration/setup, onboarding and training for new customers
Contribute to the development and continuous improvement of customer success processes and systems
What you will bring:

Customer Experience Manager

Responsibilities

Benefits

Company

Babelstreet

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