Customer Experience Manager
Core
Client-facing role advocating for first responder clients, managing post-implementation support, driving product adoption, and ensuring user satisfaction.
Role type
Senior Customer Experience Manager (Client Success)
Builds
Client relationships, product adoption, and user satisfaction for first responder software
Domain
Public sector / Law enforcement / SaaS
Deliverable
client delivery
Required skills
Account management, change management, project management, client advocacy, workflow analysis, stakeholder management, NPS management, travel management
Preferred skills
Public sector experience, law enforcement domain knowledge, complex project lifecycle experience
Technologies
N/A
Responsibilities
Advocate for client needs to engineering and product teams; Perform on-site post-implementation tasks with clients; Collaborate with support and implementation teams; Track user feedback to influence product roadmap; Manage client surveys and NPS scores; Travel up to 80% to client sites; Mentor and collaborate with cross-functional teams.
Seniority
Senior, hands-on IC
