Customer Experience Manager

What to Expect

As an innovation leader, we look for ambitious, forward-thinking, open-minded, and well-rounded individuals to join our global team. We are looking for a Customer Experience Manager who will oversee the day-to-day operations of the Strategic Account AR Customer Experience Team in Lithonia, GA. 

The role will ensure that customers receive the best experience possible through direct account management and coordinating with other functions as required. Primary responsibilities include improving, stabilizing and enhancing customer relationships, working cross functionally to ensure objectives are met, working with Gates Affiliates globally and leading and developing the team.

Key Responsibilities

• Managing a team of Account Managers responsible for multiple account types and product lines.
• Supporting Strategic Account Managers by coaching and mentoring to ensure consistent processes are followed and best practices are implemented in meeting customer experience requirements and satisfaction.  
• Tracking and analyzing of key performance metrics in order to measure performance and progress.
• Conducting data analysis and data mining to support needs of overall group.
• Coordinating cross functionally with Sales and Operations to ensure that customer and production requirements are met on time.
• Diffuse tension and act as escalation point for customer or employee related issues.
• Motivate people & effectively build solid relationships with customers.
• Drive alignment of business/organizational goals to the associate level.
• Assist daily operations as needed.
• Other task or duties as assigned.

About You

• Minimum 5 years of experience working in customer experience/support or account management role; preferably in a leadership or project management role
• Bachelor's degree preferred but not required
• Proficient in Microsoft Excel and comfortable in accessing and managing multiple systems
• Experience with creating and interpreting reports, data, statistics.
• Minimal travel required
• Demonstrated leadership experience
• Customer centric focus
• Decision making ability that results in growth, profitability & positive customer experiences
• Ability to motivate people & interpersonal relationship skills that build strong customer relationships & maintain a positive team morale
• Metrics driven approach
• Requires the ability to plan, organize, schedule, prioritize, and negotiate options to create best solutions to meet and exceed customer and client's expectations including researching of alternatives
• Action taking attitude
• Must be legally authorized to work in the United States without company sponsorship
• Excited to work in the office with great teammates!

Supervisory Responsibilities

• 3+ direct reports
• Has formal supervisory responsibilities; sets priorities for and coaches associates to meet deadlines
• Has performance management and people development responsibility for associates under their care

Pay and Benefits

• Full-Time
• Medical, Dental, Vision insurance and other voluntary benefit options: benefits begin on the first day of the month immediately following your date of hire
• Eligible for 3 weeks of paid vacation + 11 holidays (9 scheduled & 2 floating) + 8 sick days. All vacation days are accrued 
• 401(k): 3% company contribution and additional 3% company match
• Tuition Reimbursement 
• Learn more about the benefits we provide at www.gateshealth.com