Senior Digital Experience Designer

At Monigle, we humanize brands to move people. As one of the largest independent brand experience companies in the country, we solve problems by putting people at the center and creating memorable moments that drive human and business impact.
Our business model starts and ends with employee happiness. Fueled by diverse passions, unique personalities, and the hunger for the most complex challenges, Monigle people unleash a culture that creates the best possible brand experiences for the world and the most fulfilling team experiences for each other. It is this special culture that unites our talented team around a shared purpose: making the world more human.
Don't just take our word for it. Here is some data from our recent employee experience study, which we use to measure culture and engagement twice each year:

• 94% would recommend Monigle as a great place to work
• 93% are proud to work for Monigle
• 92% believe Monigle values inclusivity
• 92% feel respected at Monigle
• 90% believe Monigle values diversity

It is an exciting time at Monigle as we continue to create the happiest, most inspiring, and truly impactful company in the industry. We hope you will choose to be a part of it.
We are seeking a passionate and results-driven Client Success Manager to join our dynamic team. As a Client Success Manager, you will be a key point of contact for our valued BEAM customers, ensuring their satisfaction and success with our product. Your main responsibility will be to provide exceptional customer service, resolve issues, and proactively guide customers in leveraging our software to achieve their goals. You'll play a crucial role in building strong, long-lasting relationships with our clients and fostering their loyalty to our company.
Responsibilities:
• Customer Support: Respond to customer inquiries and technical issues promptly and professionally via email, phone, live chat, and ticketing systems.
• Issue Resolution: Troubleshoot and resolve customer issues related to our BEAM product, ensuring problems are addressed efficiently and effectively.
• Product Knowledge: Develop a deep understanding of our BEAM product and its features to assist customers in maximizing its potential and addressing their specific needs.
• Documentation: Create and maintain comprehensive knowledge base articles, FAQs, and support materials to empower customers to find solutions independently. • Onboarding and Training: Help guide new customers through the onboarding process, assisting with setup and configuration, and providing personalized training sessions.
• Escalation Management: Escalate complex or unresolved issues to appropriate internal teams, ensuring timely resolution and clear communication with the customer.
• Customer Feedback: Gather and relay customer feedback to the product development and management teams to drive continuous product improvement and enhance the customer experience.
• Billing and Account Management: Handle billing inquiries, process refunds or cancellations, and proactively manage customer accounts.
• Renewals and Upselling: Collaborate with the sales or account management teams to identify opportunities for upselling and successfully renew customer subscriptions.
• Customer Satisfaction: Monitor and track customer satisfaction metrics, striving to maintain high levels of customer happiness and retention.
• Proactive Outreach: Initiate regular communication with customers to provide updates on new features, gather feedback, and ensure their ongoing satisfaction.
• Cross-Functional Collaboration: Collaborate with sales, marketing, and product development teams to ensure a seamless customer experience across all touchpoints.
• Continuous Learning: Stay up-to-date with the latest product updates, industry trends, and best practices in customer service to continually improve the quality of support provided.
Requirements:
• Proven experience in a customer service or client-facing role.
• Excellent communication skills, both written and verbal, with a strong ability to empathize with customers.
• Technical aptitude and the ability to quickly learn and navigate the BEAM platform.
• Exceptional problem-solving and analytical skills to identify and resolve customer issues effectively.
• Strong organizational and time-management abilities to handle multiple tasks and prioritize effectively.
• Customer-focused mindset with a passion for delivering exceptional customer experiences.
• Proven track record of achieving customer satisfaction and retention goals.
• Ability to work independently as well as collaboratively in a team-oriented environment.
Salary range: $85,000- 90,000 (Denver, Colorado)

• Final salary will be determined based on seniority, merit, geographic location, education, training and experience - reach out to us to learn more.

Our people take care of us, so we take care of our people. Enjoy:

• Ample paid time off to recharge and reset
• 401K: traditional and Roth options, plus employer match
• 100% employer-paid medical, dental and life insurance premiums for employees
• Optional vision, life, short-term and long-term disability coverage
• Paid maternity leave

If you don't meet all of the requirements for this role, but feel you have something unique to contribute to Monigle, we'd love to hear from you. Please do apply and tell us more about you in your cover letter.