Customer Experience Manager-West
About the role
About Mark43
Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.
Role Overview
We are looking for a Customer Experience Manager to join our growing team. The Mark43 Customer Experience team is passionate about serving as the client’s voice and demonstrating the value of our product offerings. The main goals of the team are to foster product adoption and user satisfaction, assist with change management, capture and contextualize product feedback for our engineering and product teams, track issue resolution, explain new feature enhancements, drive renewals/expansions, and mitigate/prioritize any pain points before they become critical issues.
This is a client-facing role, and you will be working with your clients regularly both in person and virtually. You will be involved in the full spectrum of post-implementation processes and client care. Much of your day to day will be spent learning about our customers’ unique needs and we expect you to absorb information and eventually demonstrate mastery of a client’s workflows and our product offerings. You will be the trusted advisor for the client and the company will lean on you to advocate for the customer's needs to ensure they are getting what they need to be successful.
What you can expect to work on:
- Advocate for the client to ensure their needs are being met.
- Participating in pre-implementation activities to establish relationships and domain expertise early in the deployment process.