Customer Experience Manager at Helium Health

Description

We are looking to hire a Customer Experience Manager to monitor relationships with existing customers to ensure customer satisfaction and retention; s/he will also be responsible for coming up with customer lifetime value strategies ensuring maximum profitability. They will coordinate with other members of the team to deliver a top-class service.

Responsibilities: 

Customer Experience Management

• Develop and Implement the Helium Health Customer Experience (CX) operations model including journey management, and strategy leveraging the existing technology stack to drive delightful experiences across all product portfolios and customer segments and improve customer retention and loyalty outcomes. 
• Continuously evaluate, improve, and deploy onboarding and training strategy resources across customer segments and products, to improve early product adoption and reduce early-stage churn propensity. 
• Manage the database of Helium Health customers ensuring an effective segmentation for lifecycle engagement, product adoption, continuous usage, product improvement, and overall customer satisfaction. 
• Initiate customer risk trigger/ monitoring mechanisms and deploy timely intervention measures to proactively eliminate risks and retain existing customers and customers in the project pipeline. 
• Create and drive customer advocacy and engagement strategy to develop brand champions out of Helium Health customers and facilitate positive feedback sharing. 

Business Insight & Policy 

• Develop policies that drive transparency and accuracy of business insights across all product portfolios. 
• Conduct industry research on the latest trends/improvement opportunities and develop case studies that support product innovation, customer retention, and customer loyalty. 
• Work hand in hand with internal stakeholders in data, engineering, product, tech support, PMO, sales, and marketing to ensure easy and seamless access to valid and reliable data. 
• Effectively Track, analyze, and report on key performance and customer metrics on time evaluating risks, mitigation plans, wins, challenges, and improvement plans 

People Management

• Employ a High-Performance approach to managing the team through the progressive goal, KPI, and OKR setting, measurement, execution, and ongoing coaching.
• Implement strategies to develop team members into self-starters and subject matter experts within the team. 
• Manage cross-functional team requirements for both customer needs and shared business service objectives acting as the Voice of the customer internally and the voice of stakeholders within the executive team. 

Requirements

• Minimum 8 years’ experience in customer service, engaging in acquisition, re-engagement and retention strategies. 
• Solid experience with Customer Service Systems and KPI metrics, with experience in basic set- ups and development of corporate-level CS programs and campaigns.
• Experience working with multiple communication channels in consumer interactions.
• Eager to work in an entrepreneurial environment and help drive innovation.
• Can be very patient and empathetic to customer needs, and can maintain professional composure in difficult situation. 
• Enjoys educating customers about various product features and is eager to help customers succeed. 
• Excellent communication skills that will ensure effective conveyance of information and execution of duties in a cross-functional setting. 
• First Degree in Marketing, Information Technology, Public Relations, Business Administration, Economics, Finance, or any other related field. The equivalent of the same in working experience is also acceptable.