Customer Experience Manager

*JOB DESCRIPTION:* We are looking to hire a full-time *Senior Customer Experience Manager (CXM) *for a Government client_.
_ The CXM will provide excellent customer service to our Government client and ensure that customer service escalations are handled quickly and through completion.
The CXM is expected to understand the customer’s business needs to be able to quickly and thoroughly solve issues and earn the trust of the customer.
*NOTE: MUST be a US Citizen and be able to obtain a Public Trust Clearance* *Location: Onsite in Kansas City, Missouri* *Role and Responsibilities: * * Track and monitor customer feedback * Provide reports on customer “pulse” for management * Review and update department processes and training to maximize efficiency * Report and escalate customer issues to the appropriate group * Lead a team of service technicians and service coordinators, hosting weekly standups and tracking tasks as needed *Minimum Required Skillset and Professional Experience:* * *Must be a US Citizen * * *Must be able to obtain a Public Trust Clearance* * Experience leading a team of service technicians and service coordinators * 3+ years of experience managing customer SLAs and support contracts * 3-5 years of experience in a Customer Success or Customer-facing role, with a record of working with larger strategic accounts * Proficient in Powerpoint * Proficient utilizing email, video teleconferencing and phones Job Type: Full-time Pay: $110,000.
00 - $130,000.
00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Flexible schedule * Health insurance * Paid time off * Professional development assistance * Vision insurance Experience level: * 3 years * 4 years * 5 years * 6 years * 7 years Shift: * Day shift Weekly day range: * Monday to Friday Work setting: * In-person * Office Application Question(s): * This position requires a Public Trust clearance, which can only be obtained by US Citizens or US Green Card holders.
Do you believe you'd be able to obtain a public trust clearance? Experience: * Customer relationship management: 3 years (Required) * Team management: 3 years (Required) Ability to Commute: * Kansas City, MO 64114 (Required) Ability to Relocate: * Kansas City, MO 64114: Relocate before starting work (Required) Work Location: In person