Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment where innovation and collaboration drive success? If so, we invite you to join blithequark, a pioneering company revolutionizing the world of law enforcement and corporate security with cutting-edge software solutions.
As a Lead Customer Experience Manager at blithequark, you will play a pivotal role in shaping the customer journey, driving business growth, and fostering a culture of excellence. Our ideal candidate is a seasoned professional with a strong track record of leadership, customer-centricity, and technical expertise. If you're ready to take on a new challenge and make a meaningful impact, we encourage you to apply.
**About blithequark**
blithequark is a dynamic small company located in the Denver metro area, dedicated to building state-of-the-art software solutions for law enforcement and corporate security customers. Our mission is to empower those who serve our communities, making the world a safer place. As a member of our team, you'll be part of a collaborative, entrepreneurial environment that values innovation, customer satisfaction, and employee growth.
**Responsibilities and Duties**
As a Lead Customer Experience Manager, you will be responsible for:
* Collaborating with clients to refine processes and procedures, ensuring seamless integration with our solutions
* Developing and implementing strategies to enhance customer interactions and satisfaction, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
* Liaising between departmental stakeholders and executive leadership to ensure alignment of all systems implementation
* Monitoring customers post-rollout and creating plans detailing insights and potential improvements for future initiatives
* Communicating proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements
* Working closely with the development team to prioritize and advocate for customer needs and develop a roadmap for customer requirements
* Collaborating with the Account Management/CSM team to collect and analyze feedback from clients to continuously improve the implementation process and customer satisfaction
* Learning all facets of the blithequark solution to provide a deep technical expertise and understanding to clients
* Liaising between technical and non-technical teams to translate operational needs into technical solutions
* Championing the customer perspective in decision-making processes and proposing innovative solutions to enhance the customer experience
* Leading a team of other customer experience managers, including developing and enforcing team processes, mentoring team members, and conducting performance reviews
**Required Qualifications**
* Bachelor's degree in engineering, computer science, or a related field, or equivalent work experience
* Minimum of 7 years of experience in the IT field as a senior customer experience or implementation manager, including interactions with customers, project management, and development
* Extensive leadership experience and strong teaming abilities
* Excellent problem-solving skills in identifying and resolving customer issues and proactively addressing potential problems
* Experience working with quality management approaches, techniques, and principles to ensure quality project delivery
* Full understanding of software development lifecycle and best practices
* Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders
* Experience leading a team of senior members
**Preferred Qualifications**
* Job experience in public safety, law enforcement, CAD, and/or RMS
* Strong understanding of the law enforcement and corporate security industries
**What We Offer**
* Competitive salary and bonus program in an entrepreneurial environment
* Excellent health, dental, and vision insurance with generous company contribution
* Flex Spending Accounts
* Unlimited paid vacation
* 12 paid company holidays
* Paid Sick Time
* Paid Parental Leave
* 401k with company matching
* EcoPass provided for Colorado-based employees
**Work Environment and Culture**
blithequark is a hybrid remote company, offering the flexibility to work from home or in our Denver office. Our culture values collaboration, innovation, and customer satisfaction. We're committed to creating a workplace that's inclusive, diverse, and supportive of employee growth and development.
**How to Apply**
If you're a motivated, customer-centric leader with a passion for delivering exceptional experiences, we encourage you to apply. Please submit your resume and a cover letter outlining your experience, qualifications, and why you're the ideal candidate for this role. We look forward to hearing from you!
**Equal Employment Opportunity**
blithequark is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives.
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