Job Title: Senior Customer Experience Manager, Enterprise Takeback

Location: Remote (IN)

Salary: $90K-$105K

Position Summary:

The Senior Customer Experience Manager/Solutions Architect, Enterprise Takeback acts as the face of Enterprise Takeback with the customers, from onboarding through the delivery of the recovery programs. The Senior Customer Experience Manager/Solutions Architect, Enterprise Takeback will also assist with leading the Customer Experience team in achieving goals that contribute to the growth of the company.

What you’ll do:

• Drives a customer-focused culture to meet and exceed client expectations
• Manages client relationships and client health during and after onboarding is complete
• Interacting with current and prospective customers on a regular basis
• Advocating and advising clients and understanding their business through outreach, training, and overall connectivity with key stakeholders and user groups.
• Collaborates with key departments such as sales and marketing to provide customer insights that states additional sales and service opportunities
• Directing Enterprise Takeback team on how to best assist customers
• Implementing policies and procedures to enhance customer satisfaction
• Provides high-level technical and product support to customers
• Communicates with customers over the phone, via email, and in person
• Coordinates with ELT team on recurring issues with products and services
• Identifies customers at risk for churning and creates action plan to increase customer health scores
• Serves as a team leader to the Customer Experience team, comprised of Customer Support Manager and Customer Experience Manager, providing guidance, support, and mentorship, as needed
• Assists VP, Customer Experience in developing and implementing a timeline for Customer Experience team to achieve targets
• Empowers team members with skills to improve their confidence, product knowledge, and communication skills
• Assisting Sales department with workflow creations, identifying areas of automation, or successful program creation
• Assisting Sales department with support by conducting software demonstrations
• Generating materials for Sales department to successfully transition customers to Customer Experience
• Perform other duties as assigned

What you’ll need:

• Bachelor’s degree or relevant experience working in customer service, account management or in sales.
• Knowledge of CRM software
• Strong technical and problem-solving skills
• Strong attention to detail
• Ability to work with team members
• Strong verbal and written communication skills

Our Core Values:

• Hooked on customers. Our passion for innovation propels our customers forward. We thrive on solving our customers’ problems, big and small.
• We communicate confidently and with generosity. We not only spread ideas, but we also spread understanding to help every team succeed.
• Champion the use of data. We use data to build solutions to problems, promote collaboration, and inform decisions for us and our customers.
• Proudly accountable. We follow through because the alternative is not an option. Every word, every action, and every result reflect the improvements we seek to make.
• Be you. We bring our whole selves to our work, our teams, and our customers. The collective ‘we’ will shine bright for all to see.
• I have your back. Trust and respect each other to do the right thing when someone needs an extra hand. We go farther together than we do alone.
• It matters how we show up. Sometimes bold, sometimes brave, always curious. We expect more of ourselves to be our best for the team.

What you can expect from us:

• Generous holidays plus your birthday off.

• Paid parental leave benefits.
• Casual dress.
• A company-paid Google Pixel phone or a monthly tech stipend that you can use for your tech needs.
• A monthly wellness stipend that you can use for things like a meditation app, standing desk, gym equipment, etc.
• 401(k) matching up to 4% or a 5% pension plan for employees of the UK.
• Up to $5,250/year for certification, continuing education, and tuition reimbursement.

• Competitive package with benefits.

About Apkudo:

Our Vision

Devices connect the world. We help ensure there will still be a world to connect.

This is ambitious, on purpose. We must lean into our shared passion for change and do whatever it takes to do our part to regenerate resources and build sustainable processes and behaviors to leave the world a better place.

Those who do good, do well.

The Fine Print:

We are an agile organization, and so the duties and description of this role (like every other at Apkudo) may change at any time as we adapt.

This position is exempt under the Fair Labor Standards Act (FLSA).

Note: Apkudo is an Equal Opportunity employer. We are committed to diversity and inclusivity and to creating a culture where everyone feels respected and connected, no matter the location of their work. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.