Customer Experience Manager (R3329 )

Customer Service Dayton, Ohio


Description

Position at Taylor Communications, Inc.

Customer Experience Manager (Manager, Account Management)

The Customer Experience Manager (CEM) is responsible for coaching and leading a team of account managers, supporting customer service professionals and cross-functional resources to meet the operational needs of assigned clients while delivering a consistent, quality experience that meets or exceeds expectations.  The results and relations created by this team are the foundation profitable growth is built upon.

Key Responsibilities:

  • Motivate, coach and lead a team of 12 – 19 members to consistently grow.
  • Foster a high performing team focused on engagement & desire to find better ways.
  • Guide and empower others to drive process & client experience improvement efforts.
  • Partner with sales & other cross-functional teams to retain, grow & onboard business.
  • Use Key Performance Indicators to optimize individual, team and company results.
  • Develop a client-focused team of master problem solvers that own issue resolution.
  • Build strong cross-functional relationships & the foundation to influence positive change.
  • Consistently identify, train & ensure accountability to standards across CX organization.
  • Continue to sharpen skills and drive personal growth while aiding others to do the same.
  • Lead complex company-focused projects and act as change management champion.

Education and Experience Guidelines:

  • 4 year degree in business or other related field and
  • 10+ years of customer service or sales experience
  • 8+ years’ experience managing direct reports including others with direct reports
  • 4+ years project management experience
  • Very experienced communicator with proven organizational skills
  • Excellent MS Office Software skills – specifically MS Excel
  • Salesforce.com experience desired
  • This role relies on extensive experience and judgment to plan, prioritize and accomplish goals.  A wide degree of creativity and latitude is expected.

Working Environment:

  • Team Atmosphere in a matrix organization
  • Highly customized solutions with an intense customer focus 
  • Fast-paced environment: subject to numerous schedule and priority changes and short notice activity all the while focusing on our customers
  • Role typically manages 12 – 19 on-site and remote team members
  • Generally reports to a Customer Service Director

About Our Company 

Taylor Communications Inc. is a go-to-market subsidiary of Taylor Corporation. For more than a century, we've been providing outstanding service and developing innovative products that leverage the technology of our time. By providing market-specific insights and a compelling portfolio of solutions to the healthcare, financial services, commercial and industrial markets, we have become the recognized leader in the management and execution of mission-critical communications.

Our Total Rewards package of benefits and compensation reflects our bold commitment to creating opportunity and security for employees.  We offer an attractive compensation package, including a competitive base salary, and a competitive benefit package including health, dental & vision insurance, 401K plan, profit sharing, PTO (paid time off) and Holiday Pay.  Eligible employees may take advantage our health, dental & vision benefits, as well Holiday Pay beginning the first day of employment.

For more information, visit www.taylorcommunications.com.

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