Customer Experience Manager

A Customer Experience Manager seeks to deliver a positive customer experience and assist with customer retention along with exploring opportunities for growth.  In this role you will be responsible for providing frontline support to Babel Street customers globally and working with our revenue team to ensure customers achieve outcomes they desire from utilization of our products and services.  This is a hybrid role based out of our Reston, VA office.

Additionally, you will be a primary point of contact for key customers and will be responsible for building and maintaining strong relationships with them. You will identify and communicate customer needs and concerns to relevant teams within the organization, and work with cross-functional teams to resolve customer issues and identify solutions. You will also collaborate with the customer success, product, marketing, and development teams to develop and deliver customer success resources and materials and assist with onboarding and training new customers. You will need to work across teams to solve issues reported by our customers. 

What you will do: 

• Assist customers in maximizing their value and success with Babel Street products starting with the initial onboarding phase and continuing throughout the entire customer lifecycle 
• Hands on support engineer providing L1 support via CRM, email, and phone with cross-functional teams to resolve customer issues and identify solutions 
• Develop deep understanding of customers’ business to advocate for customers in product planning and development 
• Collaborate with Sales Team to identify and coordinate opportunities for expansion, growth, and potential partnerships to grow the business
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Measuring and tracking customer satisfaction and success metrics
• Identify and communicate customer needs and concerns to relevant teams within the organization
• Assist with Configuration/setup, onboarding and training for new customers
• Contribute to the development and continuous improvement of customer success processes and systems 

What you will bring:

• Bachelor's degree in a relevant field (Business, Computer Engineering, Customer Experience Management) 
• 1+ years of experience in a customer support or customer-facing role 
• Strong communication and interpersonal skills
• Strong problem-solving and critical thinking skills
• A desire to learn new skills and take on challenges
• Preferred technical knowledge of api, elasticsearch, python, etc.
• Available for some evening / weekend coverage
• Ability to build and maintain relationships with customers
• Ability to work effectively with cross-functional teams
• Customer-centric focus – willing to go the extra mile to help our customers
• Experience with customer feedback or survey tools (GetFeedback)
• Experience with customer relationship management (CRM) software (Salesforce)
• Some understanding of the Agile Software Development Lifecycle