Job Description
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. Apply for this job