Customer Experience Regional Manager

Overview:

As the Customer Experience Regional Manager, you will be responsible for ensuring our customers receive the best experience and leading/developing a team of Customer Experience Account Managers. As a leader, you will manage the staff to drive established metrics for the group - ensuring the highest customer satisfaction. Though not reporting directly, you will have oversight and influence on the assignment of the regionalized team with your region of responsibility. 

Reporting to the Director of Customer Experience, your leadership will be pivotal in fostering a collaborative and high-performing team environment among your staff, ensuring targets are met. You will lead the group and engage deeply with Datawatch subject matter experts and customers to understand their needs, drive customer satisfaction and promote upsell and cross-selling strategies. You will train staff, enabling team members to deliver exceptional customer solutions and experiences, champion cross-selling efforts, and ensure the team's success. You will collaborate in creating KPIs across the department and monitoring to ensure delivery and success.

Schedule is 8 am - 4 pm, Monday - Friday. Applicants must be willing to submit to a drug screening and criminal background check.  EOE/M/F/V/D-DCJS #11-2294 

• Location: Bethesda, MD
• Travel: 20-35%
• Salary Range: $75,000 - $90,000/year

Responsibilities:

• Develop Policy and Procedures for Customer Experience
• Monitor, and report on KPIs for the group.
• Establish Training Outline for Team Members
• Collaborate with Internal Datawatch Departments and Accounting 
• Lead Departmental Projects, as assigned
• Liaise with Onboarding and Account Management leads and team members
• Liaise with Product Development to fulfill client and internal needs
• Suggest continuous improvement efforts and foster innovation to enhance customer experiences, stimulate business growth, and ensure adherence to processes and strategies.
• Create a cohesive, collaborative, team environment across the group.
• Act as a Project Manager, ensuring accountability and timely execution to all customer inquiries.
• Ability to work outside of standard business hours in support of customer inquiries / business needs.
• May be required to travel for extended periods of time.
• Additional duties as assigned

 

Qualifications:

• 4+ years of experience in Customer Service/Experience/Success teams, with a proven track record of highest customer satisfaction.  
• 2+ years of hands-on experience in customer-facing technical role.
• Demonstrated ability to drive and execute a strategic customer support plan.
• Proven track record of solidifying and driving revenue growth through strategic customer engagements/account renewals.
• Genuinely compassionate about the experiences you and your team create, with an authentic customer service mindset focused on innovation and continuous improvement.
• Strong communication and presentation skills, with the ability to articulate complex ideas.
• You thrive in dynamic, fast-paced environments and are known for effortlessly navigating and leading through change, ensuring a strategic focus on customer success and consistently exceeding business objectives.
• Meticulously organized and detail-driven, you excel under pressure.
• Proven track record of collaboration within cross functional teams.
• Prior customer service/account management experience
• Strong presentation and customer skills, with a clear ability to establish your credibility.
• Excellent writing and speaking skills.
• Strong skills with Microsoft Suite tools.
• Bachelor’s degree preferred.
• Experience in Commercial real estate is a plus.

Benefits

Choice of Medical Insurance plans

Choice of two Dental Insurance Plans

Vision Insurance

Medical and Dependent Care FSA Accounts

401K Plan with a discretionary employer match

529 Plan Access

Employee Assistance Program

Commuter and Parking Benefit

Short-term Disability and Long-term Disability Insurance

Employer-paid 50K Life and AD&D Insurance

Voluntary Life Insurance for Employee, Spouse and Children

Voluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage

Annual performance evaluation and salary adjustment consideration

Paid holidays, sick and vacation leave

Job-related tuition reimbursement