Manager, Customer Experience (CX)
Company: MSI Data
Location: Milwaukee
Posted on: January 28, 2023
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Job Description:
Manager, Customer Experience (CX)About UsMSI develops and sells
software for equipment-centric service management. We live by our
Culture Codes QUALITY - INNOVATION - INTEGRITY - PASSION -
COMMUNITYIf you have the ambition to contribute to one of
Milwaukee's fastest growing enterprise software companies, we want
to hear from you! About This OpportunityThe lead of Customer
Experience (CX), an exempt position, at MSI Data is the ideal
opportunity for an experienced, talented and ambitious professional
in a rapidly growing and dynamic market - service management
software. As the Manager of CX for our flagship, cloud-based
Service Pro-- enterprise, scheduling and mobile field service
software application, you will lead a team of professionals working
with MSI Data's customers to maximize value from the Service Pro
solution. This role is an opportunity to make direct business
impact within MSI Data and to build strong, lasting relationships
with our customers. The CX team comprises MSI Data's Customer
Success team and Customer Support teams. The Customer Success team
works with our customers to ensure they are gaining maximum
business value from Service Pro. The Customer Support team
comprises technical experts in Service Pro to assist customers with
operational needs. The CX leader will lead the team in customer
management strategies, operational processes, and in leading our
customers to achieve excellence in field service management. MSI
Data is building a strategic and proactive approach to customer
management. The Manager of CX will play a pivotal role in creating
this approach. Opportunities include establishing best practice
webinars, recurring tips & tricks newsletters, customer
roundtables, and potentially an annual user conference. This is an
opportunity to make a mark on this important strategy. Team
DynamicThis role reports directly to the COO. The right fit will
work closely alongside MSI's Senior Leadership Team, including
contributing to product direction and customer growth strategies.
Who you are:You are a customer experience enthusiast and a natural
leader. You have a proven track record of interacting with
customers on in the digitization of their operations. You thrive
leading a distributed team that works collaboratively to achieve
MSI's mission and vision. You're excited by the chance to mentor,
inspire, and empower your teams. And in doing so, you are
empathetic, resourceful, and constantly think outside of the box.
Why should I consider working for MSI Data?Service Pro--, named an
industry leader three consecutive times by G2 Crowd, is one of the
most exciting up-and-coming brands in the field service software
marketplace. Our customers are the experts that keep
mission-critical equipment in commercial, industrial and medical
facility settings up and running. Service Pro is trusted by service
businesses spanning over a dozen industries, and our development
team is rapidly adding new capabilities to the product.
Perks:Competitive compensation, an excellent benefit program
including medical, dental, vision, and insurance coverage, life
insurance, 401(k) plan and a great working environment. MSI Data is
an equal opportunity employer and believes in equal opportunity for
all employees and applicants. Accordingly, all employment decisions
are based on the principles of equal opportunity. These decisions
include recruitment, selection, promotion, transfer, discipline,
compensation, benefits, training, and other personnel actions
involving persons in all job titles and shall occur without regard
to race, color, religion, sex, age, national origin, disability,
genetic information, and/or military status. Position
Responsibilities:Every day will look a little different, but in
general, you will do things like: Establish, communicate, and
breathe life into MSI's customer experience vision and strategy for
multiple product offerings across a wide variety of B2B customer
types and audiences. Design, execute, measure, and improve the
daily operations and systems that enable MSI's Customer Success &
Support teams to execute our vision and strategy at scale. Mentor,
train, and empower MSI's CX team members to do their best work,
developing functional expertise and behaviors while fostering a
continuous learning and development culture. Continuously iterate
and improve MSI's customer experience, leveraging data to reduce
churn, renew/upsell products & services (by working with the
Account Management/Growth sellers), and improve customer health.
Work cohesively across MSI, including go-to-market (GTM = sales &
marketing), product development teams, and delivery teams
(implementations), to execute organizational goals and foster
collaboration across MSI. Confidently communicate ideas to senior
executives as well as internal and external stakeholders. Develop
key performance indicators as operational metrics to provide
visibility into the health of the customer base. Position
Qualifications:Has 1-3 years of experience in customer focused
leadership roles Bachelor's Degree in related Computer Technology
field or Business Administration preferred. SaaS experience CRM and
ERP software experience Experience using Microsoft Office
applications Experience with CRM and other customer management
solutions, eg HubSpot, ChurnZero Physical, Mental and Availability
DemandsThe mental, physical and availability requirements described
here are representative of those that must be met by an individual
to successfully perform the essential functions of this position.
Because we're in software, we spend a lot of time in front of our
computers, of course! Because of this, you should be prepared to
remain in a stationary position during most working hours. This
also means there is a basic expectation that you'll be able to make
effective use of a computer. We do value work/life balance, but to
cut down on interference of other work, there may be expectations
of availability on evenings and weekends. Because this is a
management role, you should also be prepared to make yourself
available to your team when needed. The employer retains the right
to change or assign other duties to this position.
PM22PI202160870
Keywords: MSI Data, Milwaukee , Manager, Customer Experience (CX), Executive , Milwaukee, Wisconsin
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