The role of the Customer Experience Manager is a centralized point of contact for customers and is responsible for ensuring resolution of customer issues, coordinating requests, providing product training, and being able to advise customers on all technical products within the TrueCommerce suite. The ideal candidate must be very technically minded; able to pick-up and learn new solutions and foster solution adoption; work without supervision; foster teamwork; be calm under pressure and have the aptitude to work in a high-volume environment.
Successful Customer Experience Managers are customer advocates who enjoy helping people, are very technically minded, have excellent time management and prioritization skills, and are natural problem solvers!
Benefits Offered: Medical, Dental, Vision, Retirement Plan, Disability and Life Insurance, EAP, Paid Parental Leave, FSA, PTO, Holidays etc.
Roles and Responsibilities:

Own overall relationship with assigned customers to include: Increasing adoption, ensuring retention, and delivering satisfaction.

• Serve as part of a team which acts as a centralized point of contact for all matters related to customer success.
• Ability to gain an in-depth knowledge of our solutions and how customers utilize our applications/solutions.
• Thoroughly understand our integrations and how they work/function and relate to EDI segment and elements; be able to advise customers accordingly.
• Establish a trusted/strategic advisor relationship with each customer and drive continued value of our products and services.
• Work cross-functionally with Customer Support, Implementation, Trading Partner Services, Product Management, and Sales to drive outcomes to customer issues.
• Hold calls with customers to provide status updates and on key issues, troubleshoot existing concerns/bugs, scope enhancements, or product/tool training.
• Influence the renewal of annual Platinum Support Services contracts and overall customer retention.

Provide and/or facilitate value-added services and tools for assigned customers to drive engagement and retention.

• Provide training to customers on TrueCommerce products as required to drive customer success.
• Facilitate and/or coordinate quarterly/bi-annual account reviews to improve the customer experience.
• Interact with customers through AMP portal, email, phone, and/or social media to provide on-going leadership and knowledge surrounding the TrueCommerce solutions.

Work Experience:

• Professional experience in a B2B software support client facing role.
• Experience working in high stress environments with the ability to multi-task and adjust priorities on-the-fly.
• Experience with TrueCommerce products/services is desired.
• Technical integration experience (any platform/industry)
• Experience with e-commerce, B2B commerce, or Electronic Data Interchange (EDI) is preferred.

Education and Skills:

• Bachelor's Degree preferred or equivalent work experience.
• Ability to learn and grasp technical concepts and thoroughly master technical applications required.
• Strong analytical, troubleshooting, and problem-solving skills in order to work through errors and customer requests.
• Must have excellent customer handling and relationship-building skills
• Knowledge of ERP systems (Microsoft Dynamics, Sage, SAP, NetSuite) is a plus
• Strong written and verbal communication skills.

TrueCommerce, a global provider of trading partner connectivity, integration and unified commerce solutions, is the most complete way to connect your business across the supply chain, integrating everything from EDI, to inventory management, to fulfillment, to digital storefronts and marketplaces, to your business system, and to whatever comes next. To stay ahead in today’s dynamic global market, companies need to be able to do business in a lot of different directions at once. TrueCommerce has helped businesses be more connected, more supported, and more prepared for what’s next. That’s why thousands of companies – ranging from start-ups to the global Fortune 100, across various industries – rely on us.
TrueCommerce. Do business in every direction.
Our culture and values are what set us apart! TrueCommerce provides an open and positive work environment where providing employees with a work/life balance is key. Work is not only challenging, but interesting and rewarding as well. We encourage employees to grow and develop by providing opportunities for advancement. We offer competitive benefits including a 401(k) with employer match, health insurance, dental insurance, vision insurance, disability insurance, life and AD&D insurance, paid time off (PTO), and parental leave.
Additionally, TrueCommerce organizes events throughout the year like global town hall meetings, team outings, holiday events, and opportunities to volunteer for charities.
Come join our team!

Education
Preferred

• Bachelors or better

Job Type: Full-time

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