Customer Experience Manager

About the role

Mark43 is on the lookout for a Customer Experience Manager who will serve as a vital link between our organization and our public safety clients. This position is centered on ensuring that clients derive maximum benefit from our software solutions, nurturing relationships, and enhancing user satisfaction. You will play a key role in translating client requirements into actionable insights for our product and engineering teams.

Key facts

What you'll do

• Advocate for client needs to ensure their expectations are met and exceeded.
• Engage in the early stages of projects to establish rapport and gain insight into client operations.
• Execute post-implementation activities, which may include on-site visits to clients, as part of a collaborative team.
• Collaborate with Customer Support, Account Management, and Implementation teams to ensure a client experience.
• Analyze and understand client operational workflows to better serve their needs.
• Keep detailed records of client interactions, tasks, and results to track progress and outcomes.
• Build and nurture relationships with key users and decision-makers within client organizations.
• Collect user feedback to guide product enhancements and address client concerns effectively.
• Manage client surveys and take responsibility for monitoring the client Net Promoter Score (NPS).
• Work closely with internal teams to tackle complex issues in a fast-paced environment.
• Engage directly with first responders, contributing to the mission of public safety.
• Identify opportunities for process improvements to boost efficiency and client satisfaction.

Requirements

• A minimum of 5 to 10 years of experience in roles such as account management, customer success, consulting, project management, or other client-facing positions.
• A bachelor's degree is preferred, although relevant experience may be considered.
• Proven track record of managing intricate projects from start to finish.
• Ability to independently identify and resolve issues or seek assistance when necessary.
• Excellent verbal and written communication skills, with the capacity to present technical information in a way that is accessible to external audiences.
• Strong organizational skills and attention to detail for effective documentation and task management.
• A genuine enthusiasm for collaborating with cross-functional teams within a matrixed organization.
• Capability to juggle multiple projects at once while maintaining focus on priorities.
• Willingness to travel up to 50-80% of the time and work directly at client sites.
• Flexibility to assist with tasks beyond assigned projects as needed.
• Interest in serving public sector clients, including law enforcement agencies at various levels.
• Comfort with remote work settings and the dynamics they entail.
• Experience in providing and receiving feedback across different levels of leadership and among peers.
• Adaptability to changing processes and needs, with a proactive communication style.
• Candidates must reside in California.

Nice to have

• Familiarity with Mark43 RMS, Mark43 ReportAI, Mark43 BriefAI, Mark43 Booking, Mark43 Crime Gun Interfaces, Use of Force Reporting, Mark43 CAD, or Mark43 Alternate CAD.

Skills & tools

• Expertise in public safety software solutions
• Proficiency in customer relationship management
• Knowledge of project management methodologies
• Skills in data analysis and reporting

Practical notes

• Candidates must have authorization to work for any employer in the hiring country. Please note that visa sponsorship is not available at this time.
• Mark43 is authorized to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and West Virginia.
• All employees are required to comply with company security policies, which include the appropriate use of electronic resources, safeguarding company data, and reporting any security incidents.
• Mark43 is committed to fostering an inclusive environment and will provide reasonable accommodations for individuals with disabilities. For accommodation requests, please contact recruiting@Mark43.com.