Customer Experience: Manager

Overview:

As the Customer Experience Manager, you will be responsible for ensuring our customers receive the best experience and leading/developing a team of Customer Experience Account Managers. As a leader, you will manage staff to drive established metrics for the group - ensuring the highest customer satisfaction.

All applicants applying for a position at Datawatch Systems must be willing to submit to a drug screening and criminal background check. EOE/M/F/D/V DCJS 11-2294

• Location: Bethesda, MD – Onsite
• Travel: Yes (10-15%)
• Salary Range: $60,000. - $70,000

Responsibilities:

• Lead, train, and inspire a team of Customer Experience Account Managers and their teams. Fostering a culture of creativity, collaboration, accountability, and excellence.
• Be the voice-of-the-customer and provide guidance to high-performing technical teams in defining requirements, user journeys, and feature prioritization to enhance cross-sell, upsell, adoption, and optimization.
• Serve as an executive sponsor for key accounts, taking personal ownership of customer outcomes. Partner across-departmentally to align design and development delivery cycles with client priorities and long-term goals.
• Define, monitor, and report on KPIs for the department.
• Coach and equip staff to excel in their roles.
• Track all customer engagement across the company, ensuring we provide the best customer experience and aligning with business goals and objectives.
• Drive continuous improvement efforts and foster innovation to enhance customer experiences, stimulate business growth, and ensure ongoing optimization of processes and strategies.
• Streamline workflows and identify time-saving strategies. Coach leaders and Account Managers to maximize efficiency and output, prioritize their efforts, drive accountability, and ensure excellence.
• Create a cohesive, collaborative, team environment across the department ensuring all work under similar best practices. Assuring a 1-Company philosophy when engaging with our customers.
• Act as a Project Manager, ensuring accountability and timely execution to all customer inquiries.
• Ability to work outside of standard business hours in support of customer inquiries / business needs.
• May be required to travel for extended periods of time.
• Additional duties as assigned

Qualifications:

• 4+ years of experience building and scaling Customer Service/Experience/Success teams, with a proven track record of driving growth, adoption & expansion.
• Track record of building and leading high-performing Customer Success or Account Management teams.
• 2+ years of hands-on experience in customer-facing technical role.
• Demonstrated ability to develop and execute strategic customer support plans that align with business goals and customer needs, ensuring long-term success and growth.
• Proven track record of solidifying and driving revenue growth through strategic customer engagements/account renewals.
• Genuinely compassionate about the experiences you and your team create, with an authentic customer service mindset focused on innovation, experimentation, and continuous improvement.
• Strong communication and presentation skills, with the ability to articulate complex ideas and influence stakeholders at all levels of the organization.
• You thrive in dynamic, fast-paced environments and are known for effortlessly navigating and leading through change, ensuring a strategic focus on customer success and consistently exceeding business objectives.
• Meticulously organized and detail-driven, you excel under pressure.
• Proven track record of collaboration within cross functional teams.
• Prior customer service/account management experience
• Strong presentation and customer skills, with a clear ability to establish your credibility.
• Excellent writing and speaking skills.
• Strong skills with Microsoft Suite tools.