The Sr. Client Experience Manager will advocate for clients, oversee strategy and execution of the client experience, maintain client retention, and identify growth opportunities while collaborating with the sales team.
LightEdge Solutions is developing the IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private/dedicated platforms, LightEdge has been successful in offering businesses alternatives that streamline operations, improve reliability and reduce costs.
If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change on a daily basis, then LightEdge can offer you a dynamic corporate environment built on teamwork and personal responsibility.
The Sr. Client Experience Manager will serve as an advocate for LightEdge clients to oversee the strategy, planning, and execution of the overall client experience. Each (Sr. CEM) will work closely with the direct sales team and their client base to build strategic plans, maintain client retention rate, and identify growth opportunities. The Sr. CEM will need a thorough understanding of LightEdge processes and client services.
Ideal candidates will have excellent strategic thinking and foresight, preparation, interpersonal, technological, written, and verbal communication skills, a service-oriented attitude, and be ready to assist in any and all client needs. Each Sr. CEM will be responsible for maintaining and strengthening relationships with a large group of assigned client accounts and will focus on providing an overall great customer service experience. Our most successful team members are highly organized, individually driven, and an all-around team player.
Responsibilities
- Ability to understand business objectives, anticipate client’s future needs, and align engagements accordingly.
- Responsible for predicting churn, both erosion and defection on a monthly and quarterly basis for assigned account base. In addition, will collaborate with other teams and leadership on save plans per account.
- Adept at interpreting and leveraging data insights to enhance customer experience.
- Visualize the end-user experience and work backwards to determine engagement needs
- Collaborate with other business units on all client requests pertaining to support tickets, contract questions, product requests, billing inquiries and more.
- Identify strategic growth opportunities within client accounts and pass leads to the sales.
- Document client account reviews in the Salesforce database and communicate action items to all relevant team members.
- Engage client accounts at multiple levels and serve as the go-to person for all things LightEdge.
- Work closely with customers to proactively manage renewals.
- Own and process all low dollar adds and changes to client subscriptions.
- Provide client feedback to the product team, including feature requests and satisfaction
- Other duties as assigned.
Requirements
- 2+ years experience ideally in a technical sales capacity
- Bachelor’s Degree or equivalent experience
- Willingness to travel occasionally based on customer and business need
- Exceptional customer service experience
- Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.
With over 20 years in business, LightEdge offers a full stack of best-in-class IT services delivering flexibility, security, and control. Our solutions include premier colocation across seven purpose-built data centers spanning Des Moines, IA, Kansas City, MO, Omaha, NE, Austin, TX, and Raleigh, NC, industry-leading private Infrastructure as a Service (IaaS) and cloud platforms, and the top global security and compliance measures. Our owned and operated facilities, integrated DR solutions, and premium compliant cloud choices make up a true Hybrid Cloud Solution Center. LightEdge annually undergoes third-party audits for ISO 20000-1, ISO 27001, HIPAA, PCI-DSS 3.2, and SSAE 18 SOC 1 Type II, SOC 2 Type II and SOC 3.
Top Skills
Salesforce
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