Description

About Us

About This Opportunity

The 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 Dynamic

This 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. 

Requirements

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 Demands

The 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. 

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