Job Opportunity: B2B Customer Experience Manager

 
Date   Oct 25
 
Listing No.   IE269513
 
Sector   Customer Sales, Service, Support & Success
 
Region   Center
 
City/Yishuv   Tel Aviv
 
 
B2B Customer Experience Manager
 
The Position

We’re looking for an experienced B2B Customer Experience Manager to join our Customer Care department. In this role, you’ll work with internal and external interfaces in order to successfully execute the Company Business plans within the customer care domain. As a B2B Customer Experience Manager, You’ll have a full responsibility for building and executing the plans that are related to the Company Business initiative, including defining the KPI’s, building the work processes and procedures and working closely with cross-company business owners and Company Business Leadership. The ideal candidate will be highly innovative, with a bias towards action and proven track record planning and executing scalable strategies.

Responsibilities

Act as the Customer Care department focal point for all activities related to Company Business with the inclusion of activities with the Company’s Customer Support and Education departments
Provide leadership and day-to-day management of initiatives (with no direct reports)
Partner with business owners across the company to design cohesive processes
Responsible for the Company Business team performance against KPIs, including retention and revenue
Develop and oversee lifecycle processes and touchpoints including Onboarding, Adoption and Engagement of the customers
Translate customer insights into action items
Improve customer experience by optimizing and / or developing processes for each subgroup
Build, manage, and inspire the Company Business team to create an innovative and entrepreneurial work environment aligned with the Company's values, company culture and DNA

Requirements

5+ years of experience in customer facing roles - must
Experience with B2B products - must
Experience meeting set goals including renewal targets, NPS goals, Customer Satisfaction, and Onboarding success metrics
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
Ability to create structure in ambiguous situations
Strong analytical skills, with the ability to translate data into insights
Well-versed with Customer Success tools such as Salesforce, Zendesk
Experience with the industry’s best practices
 
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