Customer Experience Manager

Position Summary 
Join our dynamic team as a Client Experience Manager (CXM), where you will play a pivotal role in managing client relationships, project oversight, and operational coordination to ensure the highest level of service and customer satisfaction. As the primary point of contact for both our clients and internal teams, you will bridge the gap between customer needs and operational excellence. This position offers a unique blend of client interaction, field-based assessments, and strategic sales and operational support that will directly impact customer retention, service efficiency, and sales growth. Be the advocate for our clients and drive an exceptional client experience. 
 
Responsibilities 

• Manage client communication via email, phone, and in-person meetings to ensure prompt responses and issue resolution 

• Conduct face-to-face client interactions to identify needs, strengthen relationships, and drive long-term business growth 

• Maintain accurate client profiles in our CRM, ensuring all information is up-to-date and easily accessible 

• Oversee client onboarding, ensuring seamless access to live camera feeds, software training, and expectation setting 

• Educate clients on site-related requirements, including addressing power issues, camera obstructions, and site safety 

• Perform physical and digital site audits to confirm equipment is operational, properly aimed, and aligned with project site design 

• Ownership of site maps accuracy and updates to enhance monitoring center effectiveness 

• Conduct regular site evaluations (in person or digitally) to maintain proactive oversight 

• Coordinate with Sales and Operations teams to organize removals, relocations, and modifications, facilitating smooth operations 

• Submit, track, and follow up on service cases to drive efficient issue resolution 

• Work with the Video Review Team to gather details and compile information necessary for their investigations 

• Act as a liaison between clients and Operations, IT, and Setup Teams to facilitate issue resolution 

• Partner with Account Executives and GMs to enhance customer satisfaction and client trust 

• Assist the IT department in troubleshooting client-related software and access issues 

Experience 

• Experience in client success, account management, customer service, or sales-related roles 

• Demonstrated history of customer follow-up and customer satisfaction 

• Experience in, and understanding of, the construction industry including familiarity working with site and purchasing personnel - highly desired 

• Demonstrated proficiency in managing priorities and problem resolution 

• History of working in collaborative team environment with sales, operations, and technical teams 

Qualifications 

• 1-2 years of experience in client success, account management, customer service, or sales-related roles 

• Proven track record of maintaining and growing customer relationships  

• Strong problem-solving skills with the ability to identify and resolve client concerns effectively 

• Excellent communication and interpersonal skills to collaborate with internal teams and clients 

• Ability to manage multiple priorities in a fast-paced environment 

• Background in technical support environment– highly desired 

• Attention to Detail – CRM accuracy, service tracking, and process compliance 

• Passionate about delivering exceptional client experience 

Working Conditions 

• Hybrid Role – Remote (home) office work, on-site (construction) visits, and in-office work as needed 

• Daytime travel required within the assigned market for site evaluations and client meetings 

• Travel – up to 15% may be required to visit customer sites and attend company meetings or functions 

Benefits

• Medical, dental, and vision insurance options. 

• Significant internal growth opportunities.

• Generous PTO.

ECAMSECURE X Stealth Monitoring, a GardaWorld Company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Salary : $60,000 - $70,000