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Technical Account Manager

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Our client is looking for a Technical Account Manager who will collaborate closely with clients to craft their Customer Experience Strategy and help them align their culture to deliver superior customer experiences. The Customer Experience Manager is responsible for overseeing sophisticated Voice of the Customer programs that enable systematic action-taking on customer feedback across the entire client organization.

The ideal candidate will have a passion for Customer Experience, experience managing complex projects (ideally Customer Experience related), and have exceptional communication skills.

Customer Experience Manager Responsibilities

Work with clients to define their Customer Experience Strategy, including mapping the customer journey, identifying key touch points, highlighting break points, and identifying employee behaviors required to deliver a superior customer experience
Design and implement programs that span the entire organization, including complex organizational structures
Work with clients to assess the degree of cultural alignment in delivering a superior customer experience
Present findings from programs to Senior Leadership at the client in a compelling and accessible manner
Coordinate internal resources to deliver an outstanding experience to our clients (including IT, application support, analytics)

Customer Experience Manager Qualifications

Bachelors Degree, MBA desirable
Minimum 5 years experience:
Agency, Management Consulting or Change Management role
Customer Experience/strategy work (preferred, but not required)

Preferred Skills

Outstanding client relationship, project management and presentation skills
Proven ability to coordinate diverse internal resources to create value for clients
Customer journey mapping
Ability to tell compelling stories from customer feedback that have business impact
Excellent attention to detail and a relentless focus on quality
An ability to thrive in a fast-paced, growing environment

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