Customer Experience Manager at ActiveProspect, Inc.
ActiveProspect is a marketing SaaS company for online lead acquisition, enabling real-time data decisions. The product suite (LeadConduit, TrustedForm and SuppressionList) handles integrations, data verification, data enhancement, and consent documentation for legal compliance (TCPA). ActiveProspect has processed over 1 billion Internet leads for leading brands across a wide range of industries. Founded in 2004, ActiveProspect is headquartered in Austin, TX.
ActiveProspect is seeking a Customer Experience Manager to join our small, but fast-growing company. Our Customer Experience Manager will work on the Client Success team to efficiently manage the customer life cycle of our pay-as-you-go (PAYG) segment to improve the overall user experience and make these users raving fans of all things ActiveProspect. Our PAYG segment is a new(er) go-to-market strategy where prospects and customers have the option to signing up for our products directly on our website with no interaction from sales. This has been a fast-growing segment and the Customer Experience Manager will own the entire customer life cycle of this segment. We're a collaborative organization with an emphasis on iteration and learning. We’re looking for someone who’s excited to work with interesting technologies in a startup culture, to have an immediate impact on customer retention and product experience, and is ready to rise to the challenge of a growing organization. Sound like you? Keep reading!
Responsibilities and Duties:
Strategy: Champion the customer through their entire journey with our products, identifying their needs, struggles, successes and expectations. Use research, insights derived from user behavior, and industry knowledge to propose initiatives aimed at elevating our customers’ experiences. Own and develop metrics and measurement techniques to enable constant and consistent capture of actionable data aimed at improving the customer’s experience.
Leadership: Own the entire customer journey. Work cross-departmentally to drive initiatives aimed at improving user experience and deliver a world-class experience with our products and our team. Propose new and better processes for reducing churn across the segment.
Education and Training: Train and coach team members on all aspects of delivering exceptional Customer Experience. Own the process for delivering training, tutorials, product walk-throughs and knowledge management for PAYG customers.
Collaboration: Work closely with the Product Managers and Support Engineers to gather user and product feedback, analyze business, usage and data trends and design specific practices for our PAYG customers, with the aim of proactively providing help content and minimizing reactive support for this segment.
Revenue Retention: Ensure revenue and churn targets are hit by turning our customers into raving fans and avid users. Work with CSMs to ensure consistent process and documents are used for all customer onboardings, ensuring scalability across the organization.
Employee Engagement: Extend a winning culture at ActiveProspect where team members are engaged, challenged to succeed and rewarded appropriately.
Communication and Organization: Be an ambassador for the company, our technology and the thought leadership that we are creating in the industry. Exemplify our core values: Trusted, Innovative, Flexible, Driven & Transparent.
Qualifications and Skills:
- Minimum 5 years experience in a customer-facing role, supporting SaaS users in a variety of ways (phone, chat, tickets, webinars, client-facing educational materials, etc.)
- Demonstrated strong leadership and customer service skills
- Experience with customer loyalty management and customer experience management
- Excellent communication skills, strong interpersonal skills to motivate and inspire the team
- Excellent project management skills & proven ability to execute quickly
- Proven experience in developing others and managing a small team
Benefits and Perks
A financially stable company, with the freedom and opportunities of a startup culture
A remote-friendly culture with plenty of video chats and chatter via Slack
Flexible work schedule
Live Music Capital Holiday
Beautiful office space in Hyde Park (close to Central Market, Vino Vino, and Hyde Park Gym)
Retirement plan matching up to 3% of your salary
Company subsidized health, dental, vision, disability and life insurance
Fun office environment with premium coffee, snacks, some lunches, and kegerator provided
ActiveProspect is an Equal Opportunity Employer