Customer Experience Manager

About the role

Mark43 seeks a Customer Experience Manager to own the full client journey from initial contact through renewal. In this capacity, you will serve as the primary voice for customer needs within the organization. Your work directly shapes how first responders perceive and utilize our tools in their daily operations. You will translate complex, fragmented workflows into structured, repeatable processes that enhance user adoption. This is a client-facing position that requires equal comfort in virtual and in-person interactions during post-implementation phases.

Key facts

Applicants must hold authorization to work for any employer in the country where the role is based. Currently, sponsorship for employment visas cannot be provided. The position is remote, with the expectation that the incumbent resides in Pennsylvania. Engagement is hybrid, involving both virtual communication and on-site visits with clients. Compensation details, including a base salary of $120,000.00 for candidates with five years of experience, are contingent upon final confirmation.

What you'll do

You will champion user needs by actively advocating for client requirements throughout every phase of engagement. A core responsibility involves designing intake rituals to capture and refine workflows before any feature development begins. You will construct implementation artifacts that bridge the gap between product capabilities and public safety operational expectations. Reviewing release notes and translating technical updates into operational impacts for customers is a standard task. You will ship enhancements through guided rollouts, ensuring first responders remain informed and supported.

Partnership with internal success and support teams is essential to guarantee a seamless post-implementation experience. Documenting every client interaction is required to preserve context and prevent the need for clarification. You will analyze feedback patterns to influence product direction while strictly adhering to compliance boundaries. Maintaining meticulous records of meetings, tasks, and deliverables is necessary to track issue resolution effectively. Protecting Net Promoter Scores by resolving pain points before they escalate across the client organization is a critical duty.

Collaboration with first responders, who rely on our tools, is a core element of the role. You will help innovate and test new processes aimed at improving efficiency and boosting satisfaction for both internal and external users.

Requirements

Authorization to work domestically in the hiring country for this role is mandatory. You must reside in Pennsylvania and be able to serve Mark43 clients from that location. A minimum of five to ten years of experience managing accounts or customer success in complex environments is required. Prior exposure to law enforcement is preferred as it informs product empathy. You must be capable of shepherding projects from initial discovery through full deployment without dropping critical tasks.

The ability to decide when to solve problems independently and when to ask sharp questions of teammates is essential. Written communication skills must allow you to adapt internal jargon for external audiences while maintaining precision for insiders. Noticing details that others miss and tracking them through to closure is expected. You should feel genuine excitement about collaborating with first responders who depend on our tools. A willingness to explore new methods for testing processes and enhancing satisfaction for all users is required.

Nice to have

Previous experience working with public safety technology platforms is advantageous. Comfort working within regulated environments where compliance considerations are deeply significant is also valued.

Skills & tools

No specific tool list is provided; the role focuses primarily on client communication and a deep understanding of workflow dynamics.

Practical notes

Please Ensure you meet the authorization and location requirements before proceeding with your application.

About the company

Mark43 builds tools for public safety teams to manage operations and share information. The platform lets agencies log calls, track resources, and coordinate responses from a single workspace.

Teams use dashboards, reports, and integrations to turn incident data into clear actions. The system supports flexible workflows, role-based views, and configurable forms that match existing procedures.