Senior Customer Experience Manager

What you'll do

• Analyze and resolve complex customer situations by evaluating variable factors and applying professional judgment.
• Manage high-visibility, strategic accounts while maintaining collaborative relationships with new and existing customers.
• Advocate for clients during project planning, request for quote (RFQ) processes, and technical documentation.
• Vet and document custom code or enhancement requests to provide accurate estimates for sales orders.
• Monitor implementation projects and development work to ensure timely delivery and high customer satisfaction.
• Resolve technical questions regarding system functionality and advise customers on the product roadmap.
• Identify beta candidates and serve as a liaison for new product and feature releases.
• Provide contract renewal assistance and input to the account team for assigned clients.

What we're looking for

• Must have at least 8 years of experience in B2B or B2C relationship management or client service roles.
• A master's degree may substitute for the required experience.
• Experience in banking or banking software environments is required.
• Proven results in cross-sales quota and metrics-driven client advocacy and satisfaction environments are required.
• Demonstrated ability to build relationships while navigating large internal organizations and managing complex external client relationships.
• Must be fluent in written and oral English communication.
• Must be authorized to work for any employer in the U.S.
• Ability to travel as required by the role.