Customer Experience Manager at Tangent Technologies, LLC

Montgomery, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Account Management, Leadership, Team Management, Communication, Problem Solving, Relationship Building, CRM Systems, Data Analytics, Service Quality, Customer Satisfaction, Operational Excellence, Process Improvement, Collaboration, Strategic Planning, Client Relationships

Industry

IT Services and IT Consulting

Description

Description POSITION SUMMARY: The Customer Experience Manager is responsible for leading and optimizing the end-to-end customer journey, ensuring exceptional service delivery and strong client relationships. This role oversees both Customer Service and Account Management teams, driving operational excellence, customer satisfaction, and retention through strategic initiatives and hands-on leadership. KEY RESPONSIBILITIES: LEADERSHIP & STRATEGY Develop and implement strategies to enhance customer experience across all touchpoints. Lead and mentor Customer Service and Account Management teams to achieve performance goals. Establish KPIs and monitor metrics for service quality, response times, and customer satisfaction. CUSTOMER SERVICE MANAGEMENT Oversee daily operations of the Customer Service team, ensuring timely and effective resolution of inquiries and issues. Implement best practices for service delivery, escalation management, and continuous improvement. Collaborate with internal teams to address systemic issues impacting customer experience. ACCOUNT MANAGEMENT OVERSIGHT Guide Account Managers in building strong client relationships and driving retention and growth. Support strategic account planning and ensure alignment with client objectives. Monitor account health and proactively address risks or opportunities. PROCESS IMPROVEMENT & TECHNOLOGY Identify and implement process enhancements to improve efficiency and customer satisfaction. Leverage CRM and customer engagement tools to streamline workflows and reporting. CROSS-FUNCTIONAL COLLABORATION Partner with Sales, Operations, and Product teams to ensure a seamless customer journey. Act as the voice of the customer in internal discussions, advocating for needs and feedback. Requirements Bachelor’s degree in Business, Marketing, or related field. 5+ years of experience in customer experience, account management, or customer service leadership roles. Strong leadership and team management skills with a track record of driving performance. Excellent communication, problem-solving, and relationship-building abilities. Proficiency in CRM systems and data analytics tools.

Responsibilities

The Customer Experience Manager leads and optimizes the customer journey, ensuring exceptional service delivery and strong client relationships. This role oversees Customer Service and Account Management teams, driving customer satisfaction and retention through strategic initiatives.