Senior Manager Customer Experience

The Sr Manager Customer Experience creates a regional strategy and drives a team of professionals responsible for managing a book of business. The team communicates and delivers solutions for comprehensive service needs and requests as determined by their service agreement/scope of work. This role will also act as an internal consultant to our cross-functional business partners for the development of a comprehensive understanding of business performance, to identify issues and opportunities to enhance customer experience. The Sr Manager Customer Experience drives the team toward proactive account management within clearly defined processes, is highly organized, develops and implements strategic commercial plans to drive the team to strengthen customer relationships and ensure best in class service. Reporting to this role are Associate Account Managers (small quantity new business) and Customer Experience Account Managers (upsell, cross sell and manage churn within existing customer base).Primary Responsibilities (Essential Functions):Serves as the primary regional point of contact between sales directors, customer experience senior leadership operations service directors. Sets and manages quotas/goals and territory assignments for all direct report customer facing roles.Measures team by growth and churning customer count/revenues against baseline.Directly accountable for the customer satisfaction and net promotor trends in the region managed.Oversight of overall proactive health account activities, including but not limited to account health dashboards, proactive calls and strategic planning with customers.Team anticipates customer profile recertification cycle and works to ensure the central profile team doesn’t work on profiles that will not result in revenue.Both verbal and written communication are essential for building relationships and conveying information effectively. Provides visibility to all aspects of the regional teams through dashboards and other tools.Creates an ideal customer experience through an intentional enhanced relationship development between internal leadership teams and customers, anticipating potential customer/service issues in real time.Works with sales to identify opportunities for additional cross-selling/upselling targets for team.Responsible for the regional CX team to provide concierge desk service as a single point of contact for each assigned service location in book of business.Works with the Account Management team to provide business review format and presentation shell per the service agreement and required reporting. Presents to customer management regarding areas of responsibility.Communicates and coordinates with internal Customer Experience Specialists regarding service requirements, modifications or issues with the service needs of customers as required and to produce desired outcomes for customer base.Ensures team maintains clear and consistent communication with customers, both internally and externally while understanding volume and shipment trending.Develops and implements account plans for direct reports to meet customer needs and objectives.Resolves customer issues and complaints in a timely and effective manner. Ability to manage multiple tasks and launch projects simultaneously. Works feedback loop through customer survey/NPS team in regional area of responsibility. Performs other reasonably related tasks assigned by management.Leads team huddles and meeting as requested.Train and mentor new team members as required by management.Proven ability to collaborate through projects and initiatives, foster process improvement. opportunities, execute implementation and training.Manages 8-10 high functioning/performing direct reports.