Customer Experience Manager
Internal Job Title: Customer Experience Manager II
Reports to:
FSLA Status: Salaried, Exempt
Location: US, Remote
External Job Title: Customer Experience Manager
Position Summary
The Customer Experience Manager position is a multi-faceted role where you will act as a central hub for ensuring seamless, high-quality experiences for our Milk Accounting customers, both through day-to-day operations as well as implementation processes. This role serves as an “air traffic controller” for customer engagement – monitoring open cases, coordinating timely resolution, identifying recurring issues, and translating those insights into actionable improvements in training, documentation, and product/process enablement. In addition to ongoing customer experience oversight, this role will also support/lead software implementations for new and existing customers – coordinating project timelines, managing stakeholder communication, and ensuring successful adoption of the system. The candidate will serve as a subject matter expert (SME) on the Milk Accounting system, integrations, customer workflows and industry-specific processes. The ideal candidate brings a balance of operational rigor, customer empathy, and a continuous improvement mindset.
Key Responsibilities
Support Case Resolution and Customer Monitoring
- Track all milk accounting support and service cases to ensure timely and effective resolution
- Engage in Tier II support activities as needed – with a focus on enterprise accounts
- Proactively review and identify at-risk customer interactions and escalate as appropriate
- Serve as the central point of visibility across Customer Experience, Support and Services to ensure cases and customer needs are met and resolved in a timely manner
- Interface with cross department teams for problem solving, trouble shooting and customer communications (i.e. tech team, customer service, product, development)
Customer Experience Insights and Analysis
- Analyze case trends to identify recurring issues across system functionality, processes, or user knowledge gaps.
- Compile and share data-driven insights with internal stakeholders to inform product, process, and CX improvements
- Track KPIs related to case resolution time, customer sentiment, and knowledge engagement
- Build regular cadence to engage clients to understand satisfaction with products/services (build user group concept)
Implementations
- Lead and manage end-to-end implementation process, including project planning, timeline management, milestone tracking, and risk mitigation
- Conduct discovery sessions with customers to gather business requirements and define success criteria
- Collaborate with internal product, services, and support teams to configure the software based on customer needs and best practices
- Oversee system setup, integration, and testing phases, ensuring alignment with scope and timeline
- Facilitate user onboarding, including initial training sessions, documentation delivery, and support
- Monitor adoption and usage in the early stages post-implementation to ensure a smooth handoff to ongoing support or customer success teams
- Capture lessons learned and contribute to the continuous improvement of the implementation process, templates and playbooks
Expert Knowledge and Guidance (SME)
- Act as a key resource for internal and external teams, providing guidance and clarity on product capabilities, common customer use cases, and best practices
- Contribute to product roadmap discussions and feedback loops by representing the voice of the customer and highlighting recurring needs or gaps
- Lead product demos for prospective clients
- Collaborate with internal teams to troubleshoot complex issues and validate solutions across Company offerings
- Partner with internal SMEs to build learning paths and training modules based on real-world case data and customer struggles
- Contribute to and maintain a library of external-facing documentation, FAQs, and training materials
- Maintain up-to-date knowledge of product features, enhancements, and known issues to ensure accurate communication and resolution of customer cases
- Identify opportunities to enhance proactive support through scalable education content
- Contribute to the vision of the Ever.Ag payroll product and help quantify the value of payroll software and individual features within the product
Ad-hoc Projects
- As with all positions within the Company, this role contemplates that beyond the specific expectations of the position the successful candidate will at times be assigned ad-hoc projects based on company priorities and objectives.
Qualifications
- Bachelors degree in business, training or education
- A minimum of 5 years of experience in supply chain management services preferred
Competencies for Success
- Project Management: Guides projects through successful execution and completion, influences teams to achieve the project goal through effective communication, negotiation, risk management, organization, and planning.
- Process Improvement: Analyze information from a variety of resources to understand cause and effect, then with priorities, costs, risks and benefits; Creates or improves processes to minimize future issues
- Tenacity and Emotional Resistance: Reacts to unexpected challenges and conflicts in a calm and measured fashion; Works toward improving performance
- Detail Oriented: Strong attention to detail and organization skills are critical to the position.
- Cross Functional Collaboration: Strong ability to work collaboratively across teams and inspire team members to achieve organizational goals.
Originally posted on Himalayas
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