Customer Experience Manager

Job Description

Job Description

Title: Customer Experience Manager

Location: North Sioux City, SD

Reports to: VP of Partner Management & Marketing

Job Description: We are seeking a highly motivated and results-oriented Customer Experience Manager to drive value realization and expansion throughout our customers' lifecycle. In this pivotal role, you will be responsible for building strong, lasting relationships with our clients, ensuring their successful adoption, maximizing their return on investment, and proactively identifying opportunities for growth and expansion within their organization. The ideal candidate will possess sales experience, attention for detail, collaborate proactively with others, and a passion for helping customers achieve their strategic goals. You will act as a trusted advisor, advocating for our customers while aligning their evolving needs with Sterling's internal resources to alleviate their pain points and provide them with innovative solutions.

Required Technical Skills:

• Experience working with CRM software.
• Experience working with Excel and Microsoft 365 Suite.
• Ability to quickly learn and understand new technologies and product functionalities.

Required Education/Experience:

• Bachelor's degree in Business Administration, Marketing, Computer Science, or a related field.
• 2 years+ of experience in a Customer Success, Account Management, or Sales role within a B2B SaaS, technology, or enterprise software environment.
• Proven track record of managing customer relationships, driving product adoption, and identifying/closing expansion opportunities.

Requirements:

• Superior verbal and written communication skills, with the ability to articulate details of a solutions and order issues with a customer in a professional, kind manner.
• Present customer profile presentations to executive team.
• A genuine passion for customer success and a deep understanding of customer needs and business drivers.
• Ability to understand customer business objectives and align them with Sterling's solutions to drive mutual success and identify growth opportunities.
• Self-starter with a strong sense of ownership and urgency, capable of managing multiple priorities and driving projects to completion.
• Strong analytical and problem-solving abilities, with a knack for identifying issues and developing effective solutions.
• Proven ability to work effectively cross-functionally with sales, product, support, and marketing teams.
• Comfortable working in a fast-paced, dynamic environment and adapting to evolving customer needs and business priorities.

Primary Responsibilities:

• Develop and maintain strong, long-term relationships with a portfolio of assigned customers, acting as their primary point of contact and trusted advisor.
• Guide customers through successful onboarding, ensuring rapid and effective adoption of Sterling products and services.
• Proactively monitor customer health, usage, and key performance indicators (KPIs) to ensure customers are continuously deriving maximum value from their investment. Conduct regular business reviews (QBRs) to demonstrate achieved value and align on future objectives.
• Identify and nurture opportunities for cross-sell and up-sell within existing accounts by understanding evolving customer needs, business challenges, and strategic initiatives. Collaborate closely with sales teams to facilitate seamless expansion motions.
• Proactively identify and mitigate potential churn risks, developing and executing strategies to ensure high customer retention and satisfaction.
• Champion customer needs internally, collaborating with product, engineering, sales, and support teams to ensure a unified and exceptional customer experience. Gather and relay customer feedback to drive product enhancements and service improvements.
• Educate customers on new features, best practices, and industry trends relevant to their business, empowering them to leverage Sterling solutions more effectively.
• Contribute to the continuous improvement of Sterling's Customer Success processes, playbooks, and tools to enhance efficiency and customer outcomes.

Sterling Computers Corporation (“Sterling”) is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, disability, medical condition, economic status or status with regard to public assistance, citizenship status, national or social or ethnic origin, past or present membership in the uniformed services, protected veteran status, sex, pregnancy, marital or civil union or domestic partnership status, family or parental status, sexual orientation, gender expression or identity, family medical history or genetic information, HIV status, political belief, or any other status or characteristic protected by applicable law.