Job Description
Job Description
Job Title: Lead Customer Experience Manager
Location: Local, In-Office, Hybrid Schedule
Do you love technology and helping organizations utilize that technology to become greater than they thought possible? Are you interested in serving your community and doing your part to keep your community, nation, and planet safe? At Kaseware you will have the chance to do all of that and so much more as a Lead Customer Experience Manager. Kaseware is a company that is changing the world of law enforcement and corporate security forever and, if you are up for a challenge, we would like you to consider helping us make the world a safer place.
As part of our Customer Operations team, as the Lead Customer Experience Manager you will develop and implement strategies to enhance customer interactions and satisfaction, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT). You will liaise between different department stakeholders and executive leadership to best align projects with overall business objectives, championing the customer perspective in decision-making processes and proposing innovative solutions to enhance the customer experience. Your role encompasses facets of business analysis, client communication, and technical expertise to enable clients to realize the full value of the services or products provided. In addition, you will lead and mentor a team of other customer experience managers. This is a senior-level position, and our ideal applicant has considerable professional experience in an implementation or project management role. You also need to have the proven capability to lead teams and manage multiple groups.
Job Type: Full-time, exempt
Responsibilities and Duties:
- Solution with the client to refine processes and procedures to meet the customer use cases and requirements, post-implementation
- Form scope assessments, define work plans and roadmaps, and oversee groups executing implementation plans
- Liaise between departmental stakeholders and executive leadership to ensure alignment of all systems implementation
- Monitor customers post roll out and create plans detailing insights and potential improvements for future initiatives
- Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements
- Work closely with the development team to prioritize and advocate for customer needs and develop a roadmap for customer requirements
- Work with the Account Management/CSM team to collect and analyze feedback from clients to continuously improve the implementation process and customer satisfaction, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
- Learn all facets of the Kaseware solution to provide a deep technical expertise and understand to clients
- Liaise between technical and non-technical teams to translate operational needs into technical solutions
- Champion the customer perspective in decision-making processes and proposing innovative solutions to enhance the customer experience
- Lead a team of other customer experience managers, to include developing and enforcing team processes, mentoring team members, and conducting performance reviews.
- Ability to travel up to to 50% of the time
Required Education: Bachelor’s degree in engineering, computer science or related field, or equivalent work experience (Preferred)
Required Skills:
- Extensive leadership experience and strong teaming abilities
- Excellent problem-solving skills in identifying and resolving customer issues and proactively addressing potential problems.
- Experience working with quality management approaches, techniques, and principles to ensure quality project delivery
- Full understanding of software development lifecycle and best practices
- Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders
- Experience leading a team of senior members
Required Experience:
- Minimum of 7 years experience in the IT field as a senior customer experience or implementation manager to include interactions with customers, project management and development
Preferred Experience:
- Job experience in public safety, law enforcement, CAD, and/or RMS
Other Requirements:
- Language: English
Benefits:
- Salary Range: $100,000 - $140,000
- Competitive salary and bonus program in an entrepreneurial environment
- Excellent health, dental, and vision insurance with generous company contribution
- Flex Spending Accounts
- Unlimited paid vacation
- 12 paid company holidays
- Paid Sick Time
- Paid Parental Leave
- 401k with company matching
- EcoPass provided for Colorado-based employees
About Kaseware:
Kaseware is a dynamic small company located in the Denver metro area. We build state-of-the-art software for law enforcement and corporate security customers. We serve those that serve our communities and make our world safer.
Due to the nature of our business, you must be able to pass a full CJIS compliant fingerprint based background check, which is required for individuals needing access to criminal justice information (CJI).
U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.
We expect this role to be open until October 1st or until filled.