Title: Customer Experience Manager

Primary Location: Palm Beach Gardens, FL; Partially Remote (3 days in-office)

Business Unit: Cargo

Travel Percentage: 20%

Customer Success Enablement Responsibilities:

The Customer Experience Manager will ensure that all staff responsible for customer success are fully trained and have all the skills and resources they need to support connected programs within the monitoring businesses. This includes mandated programs, strategic customers, and commercial pursuits. They will manage competing priorities and multiple customers while delivering timely, best practice solutions leveraging our suite of existing resources and processes to ensure customer value. They will serve as a valued voice of the customer by proactively uncovering and communicating trends and insights to cross-functional stakeholders including our commercial and product teams. Key focuses will be mandated program compliance, time to value for supplier onboarding and training, coordination with our global CS team, and development of Palm Beach Gardens CS resources.

Key Responsibilities: 

• Create value and capacity across the customer success organization through leveraging of best practice, process optimization, standardization, and automation
• Define and actively monitor operational metrics to identify trends, measure SLAs, and report performance to management and the teams
• Monitor and support the performance and utilization of CS team members
• Coordinate with Product Management and Development to ensure CS team receive training on all new products and/or product updates in a timely and effective manner.
• Ensure CS teams are trained in the use of all existing CS tools and processes, including initial onboarding of any new team members.
• Understand and translate customer business goals into successful implementation plans to streamline initial onboarding and ensure customer value is achieved quickly
• Work closely with the global CS team to ensure quality processes and documentation are available and used for each client engagement.
• Ensure that the team becomes expert on the solution and can train customers with varying levels of sophistication
• Assist customers in navigating the technical aspects of the enablement process, including the implementation of the platform, feature sets and modules
• Collaborate with Sales, Engineering, and Product Management to ensure smooth hand-offs before and after enablement engagements.
• Act as an escalation point to assist customers to quickly identify potential issues and resolve or escalate them appropriately to ensure the best possible experience during both the onboarding period and in production
• Track and report Mandated Program compliance to both Sales and the Customer to ensure visibility into the success of the program and to enable timely address of issues
• Support account managers with scheduling, preparation, and delivery of monthly, quarterly (QBR), and annual program performance summaries
• Work with the CS team and supporting functions to continuously improve processes and delivery performance to Monitoring customers
• Act as a player/coach potentially serving as the primary point of contact for designated accounts, ensuring high levels of customer satisfaction and business results.

Basic Requirements:

• Bachelor’s degree or equivalent experience
• Experience in account management or in the software/technology industry
• Excellent follow up skills, ability to ensure tasks are completed
• Verbal and Written communication skills in English
• Ability to manage competing priorities, multitask, and work collaboratively in a team environment.
• Authorization to work in the United States without sponsorship now or in the future. 

Preferred Requirements:

• Cargo/In-Transit domain experience
• Familiarity with Copeland Monitoring products and offerings
• Customer Success training and/or certification
• Bilingual – Spanish
• Related industry education or certifications