Customer Experience Manager

Our Company

We manage the online marketing and web visibility for over 15,000 professional firms. Recognized three years in a row as one of America’s Fastest-Growing Private Companies by Inc. Magazine, ProSites is the premier online marketing solutions for financial professionals nationwide – think of us as a next generation ad agency with 15,000+ clients.

Working at ProSites

The people at ProSites are passionate about their work and are driven by innovation. Each and every day we strive for excellence. Our work environment is equal parts casual and professional. We’re serious about our business and delivering the best service to our clients, but we also make it a priority to keep things fun and exciting. Join the ProSites team, where innovation is the goal, hard work is expected, and creativity is rewarded.

The Role

The Customer Experience Manager is responsible for effectively overseeing daily operations that directly affect overall customer experience. The focus of this role is based on implementing internal processes that enhances a customer journey, analyzing the current customer life cycle through interactions between clients and the Account Manager and/or Onboarding teams, auditing monthly cancellation and backlog reports, and creating standardized customer experience programs across teams.

Essential Duties and Responsibilities:

• Manage and lead customer account management, including maintaining and improving overall customer satisfaction while reducing client attrition.
• Manage and lead implementation and onboarding by improving the customer service experience from the close/win, through implementation, go live, account management and transition to customer care and Sales
• Recruit, audit, evaluate, and coach Account Manager and Onboarding staff to ensure quality standards are met.
• Work closely with Sales, Marketing, Product Management, Finance, and Digital Services on inter-related projects and initiatives to guarantee a smooth transition through the customer journey.
• Apply expertise in quantitative analysis, data mining, and the presentation of data to see beyond the numbers and understand behavior of staff and customers.
• Increase the effectiveness of data management, KPI’s, quotes, dashboards, reporting, etc. Work with key managers to uncover areas of customer experience improvement opportunities.
• Ensure that service and support processes & policies are documented, implemented and followed effectively within the teams.
• Develop standard operating procedures as well as identify and implement process improvements for effective intra- and inter- departmental workflow that align with enhancing overall customer experience.
• Be hands-on to address escalated issues to repair client relationships and set proper expectations for continued service and performance.
• Develop client communication strategies that demonstrate ROI, enhance our value to our clients and result in a positive client experience.
• Stay abreast of new developments and trends in customer service and call center operations, and actively research, test and propose new approaches to improving customer-centric practices within the company.
• Obtain, clarify, and communicate technical and business needs to reach department and company objectives.

Requirements:

• Minimum 5+ years management experience of front-line customer service personnel, preferably for technology company.
• Excellent interpersonal skills, including the ability to communicate articulately both verbally and in writing, and translate complex subjects for a diverse audience.
• Strong time management and project management skills.
• Proven experience in leading and managing a team to deliver and continuously improve service and delivery related business results.
• Ability to employ a high degree of discretion in dealing with confidential matters.
• Familiarity with CRM systems, preferably Salesforce.
• Familiarity with best practices and trends in the digital marketing, strongly desired.
• Project Coordination or Account Management experience.
• Excellent presentation skills, both to individuals and groups.
• Comfortable working to deadlines and managing a large volume of tasks and communication
• Results oriented with a detailed understanding of operational metrics and related tools (Salesforce.com, Excel, etc.)
• Experience in managing budgets
• Intermediate to advanced experience in identifying, analyzing and interpreting trends or patterns in complex data sets
• Excellent analytical skills, with detailed knowledge of all Microsoft standard programs such as Excel, PowerPoint, Word, Visio, Outlook, etc.
• Bachelor’s degree
• Master’s degree a plus

Physical/Mental Requirements for the Job:

• Prolonged periods of seating
• May be requested to work overtime and weekends if deemed necessary
• Must be available to work various shifts between 6 AM and 5 PM
• Must be able to lift at least 20 pounds
• Certain management positions might be required to occasional travel

Location

• This role is office-based in our Temecula, CA headquarters (not available for tele-commuting).

Benefits:

• Excellent compensation and benefits package
• Generous vacation and paid holidays
• Medical, dental, life, and vision plans
• 401(k) plan

Interested in applying? Send your resume to careers@prosites.com and put Customer Experience Manager in the subject line.