Customer Experience Manager

POSITION SUMMARY:

Reporting directly to the CEO, the Customer Experience Manager will be a key member of the ATG Commercial Leadership Team and a strategic business partner to the sales organization and ATG Senior Leadership. We are seeking a results-driven Customer Experience Manager to lead and optimize our customer service and accounts receivable functions. This role will focus on improving overall customer satisfaction, ensuring seamless billing processes, and driving process efficiencies across both areas. This individual will have accountability for managing our customer service and Accounts Receivable teams across ATG, driving quantifiable improvements in our customer engagement and cash flow. With emphasis on building an environment that facilitates best practice sharing, the Customer Experience Manager will focus on continuous improvement and strive towards creating an industry leading customer experience.

KEY RESPONSIBILITIES:

• Customer Service Leadership:
  • Lead and manage the customer service team to deliver exceptional support through various channels (phone, email, etc.).
  • Develop and implement customer service strategies that enhance the customer experience and resolve issues promptly.
  • Handle escalated customer inquiries, ensuring effective and timely resolutions that meet customer expectations.
  • Drive continuous improvement by identifying customer pain points and implementing solutions to improve satisfaction.
  • Foster a customer-centric culture within the team, ensuring the focus remains on providing value to customers.
• Accounts Receivable Management:
  • Oversee the accounts receivable process, including the timely issuance of invoices, collections, and payment processing.
  • Proactively manage overdue accounts by following up with customers, addressing payment disputes, and facilitating payment arrangements when needed.
  • Ensure that customer accounts are accurately maintained and reconciled, collaborating with the finance team to address discrepancies.
  • Monitor and report on outstanding receivables, aiming to reduce aging and enhance cash flow.
• Process Efficiencies & Continuous Improvement:
  • Identify opportunities for process improvements across both customer service and accounts receivable workflows to streamline operations and enhance productivity.
  • Automate and standardize processes where possible to reduce errors and improve response times.
  • Lead process mapping initiatives and collaborate with cross-functional teams to design and implement more efficient customer service and billing systems.
• KPI and Metrics Management:
  • Establish and track key performance indicators (KPIs) and metrics for customer service and accounts receivable functions to ensure objectives are met.
  • Monitor and report on performance against established KPIs, using data-driven insights to identify trends, bottlenecks, and opportunities for improvement.
  • Drive initiatives to meet or exceed customer service and financial goals, such as response times, resolution times, customer satisfaction scores, and aging reports.
  • Regularly analyze performance data to refine strategies and improve team productivity and customer experience outcomes.
• Collaboration and Cross-Department Communication:
  • Work closely with sales, operations, and finance teams to ensure a cohesive approach to customer satisfaction and accurate billing.
  • Act as a liaison between customer service and accounts receivable to ensure a smooth process from service inquiries to payment resolution.
  • Facilitate regular team meetings to ensure alignment on goals, updates, and key performance objectives.

Qualifications:

• Bachelor’s degree in Business, Finance, or a related field (preferred).
• 5 years of experience in customer service and accounts receivable, with at least 2 years in a leadership or managerial role.
• Strong understanding of customer service best practices, accounts receivable processes, and financial reporting.
• Proven experience in optimizing business processes for efficiency and improved customer outcomes.
• Expertise in setting and monitoring KPIs and using metrics to drive decision-making and performance improvements.
• Ability to analyze data and generate actionable insights to enhance customer satisfaction and operational efficiency.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and with customers.
• Proficiency in CRM and accounting software, as well as Microsoft Office Suite (Excel, Word, PowerPoint).

Key Competencies:

• Strong leadership and team management skills, with the ability to motivate and develop employees.
• Detail-oriented with strong analytical skills to monitor and report on KPIs and financial data.
• A customer-first mindset, focused on creating positive experiences and long-term relationships.
• Process-oriented with a continuous improvement mindset and a proven ability to streamline operations.
• Ability to manage multiple priorities and drive projects to completion in a fast-paced environment.