Job Description
On behalf of Tipalti, SD Solutions is looking for a talented Customer Experience Manager to step onto a fintech unicorn rocketship!
SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.
A Customer Experience Manager (CXM) is a role that bridges the gap between a company’s technical team and its clients. CXMs typically work in the technology or software industry and are responsible for providing personalized support, guidance, and technical expertise to clients. Their primary goal is to ensure that clients’ technical needs are met and that they receive maximum value from the products or services they’ve purchased.
Responsibilities:
- Customer Relationship Management:
- Establish and maintain strong, long-lasting relationships with clients.
- Serve as the primary point of contact for customer experience matters and advocate for the customer within the organization.
- Experience Enhancement:
- Possess a deep understanding of the company’s products, services, and customer journey.
- Identify and resolve any gaps or pain points in the customer experience, ensuring a seamless process.
- Needs Assessment:
- Work closely with customers to understand their unique requirements and goals.
- Provide recommendations and solutions that are aligned with customer needs to enhance their overall experience.
- Customization and Integration Support:
- Assist customers in personalizing and integrating the company’s offerings into their existing processes to optimize their experience.
- Issue Resolution:
- Address customer inquiries and issues promptly and effectively.
- Collaborate with internal teams to ensure swift and satisfactory resolution of customer concerns.
- Proactive Engagement:
- Anticipate potential challenges in the customer journey and provide guidance to prevent issues.
- Conduct regular check-ins and provide best practices and optimization strategies.
- Customer Education:
- Educate clients on maximally benefiting from products or services through training sessions, workshops, and the creation of comprehensive documentation.
- Account Growth and Loyalty:
- Identify opportunities for upselling or cross-selling additional products or services that align with evolving customer needs.
- Performance Tracking:
- Monitor and track customer engagement and satisfaction metrics.
- Provide regular reports on key performance indicators and customer feedback.
- Cross-functional Collaboration:
- Collaborate with various internal teams, such as sales, product development, and support, to deliver exceptional customer experiences.
Requirements:
- Experience with customer relationship management platforms (e.g., Zendesk, Salesforce, JIRA).
- Strong communication skills with the ability to articulate solutions clearly and effectively.
- Ability to manage multiple customer accounts and priorities efficiently.
- Strong problem-solving skills paired with a proactive customer service mindset.
- This is a hybrid position requiring office presence on Monday, Tuesday, and Thursday.
Advantages:
- Experience in the technology or software industry.
- Knowledge of customer engagement strategies and tools.
- Prior experience in an enterprise software or SaaS company.
- Familiarity with data analysis and experience using SQL queries to generate insights is a plus.
About the company:
Tipalti is transforming finance and helping the hottest companies grow and scale their global finance operations. We’re also growing through a sustainable business model and looking to remove days of finance work every week so business leaders can focus on building a future-proofed, best-in-class finance operation. World-changing businesses like Amazon, Twitch, Twitter, and Roblox use Tipalti to automate and scale their finance operations. The only way we can continue to support companies looking to transform their FinOps functions through our platform is with great people. It is a global payables automation platform that provides a cloud solution to scale and automate global payables operations. The startup has already raised $565M funding.
🌍 Tipalti: Shaping Global Finance Since 2010.
🏢 Silicon Valley Fintech Company.
🌐 1000+ Employees Worldwide.
🏢 Global Offices in CA, London, Tel Aviv, Tbilisi, Medellin, Toronto, Vancouver and more.
📈 2500+ Trusted Clients including Amazon, GoDaddy, Roblox, Twitch.
💰 $550M+ Total Funding
💡Driving Financial Evolution.
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