Customer Experience Manager

Thrive in the fast-paced start-up environment? Ready to grow your career and make your ideas count? Come join America’s Job Exchange!

America’s Job Exchange ( AJE ) is actively expanding our Customer Experience Team and looking for passionate Account Managers to continue elevating AJE’s customer experience to world class standards. If you have been part of a stellar Account Management team and are excited at redefining the customer experience at AJE , please read on!

AJE , a wholly owned subsidiary of Navisite, a part of Spectrum Enterprise, has established itself as a leader in Diversity Recruitment and OFCCP compliance. Hundreds of Fortune 500 corporations and thousands of mid-market and small employers use AJE for candidate sourcing, diversity brand development and OFCCP compliance solutions. Millions of job seekers use AJE to find jobs and take advantage of a broad range of career management tools and services to advance their careers. For more information, please visit: www.americasjobexchange.com .

Here’s an overview of our exciting opportunity

As a member of the Customer Experience (CE) team, based in our Andover location, you will help Account Management become a highly-valued resource to AJE customers. The Customer Experience Team delivers a consistent, world-class relationship, high-touch service and invaluable support around compliance, diversity recruiting and local outreach.

The Customer Experience Manager is responsible for supporting a set number of assigned accounts that are using AJE to manage their compliance and diversity recruiting needs. Your goal is creating the valued service provider experience with these customers so we expect you to be a passionate and energetic member of this team.

As a Customer Experience Manager, you will play a key role in customer communications, trainings and delivering Subject Matter Expert (SME) content so someone with experience and an interest growing customer relationships is a must.

Specific Responsibilities

· Manage assigned accounts/territory and build strong customer relationships with established accounts. Identify additional sales opportunities within customer base by cross-selling and up-selling AJE product portfolio by venturing beyond standard career products

Responsibilities

Responsible for regularly scheduled customer communications, as well as informing customers of service enhancements as they are launched.; Respond to customer inquiries in an efficient, effective and timely manner.; Engage customer in pursuit of opportunities for account growth and new business.; Understanding of company capabilities and services, and effectively communicates all offerings to existing customer base.; Reviews customer’s accounts to ensure accounts are set up and functioning properly.; Reports any disruption in service to accounts to appropriate team members and follows through until resolved.; Effectively communicate with key personnel in other departments to ensure customer accounts are up to date.; Provide superior customer service.; Maintain current knowledge of AJE products, solution sets, customer applications, and competitive product differences. Adhere to all current sales methodologies and processes.; Proactively recommend enhancements to leadership to improve processes and support overall team objectives

Requirements

Extremely detail oriented; Technical competence (Excel, Microsoft Word, PowerPoint, etc); Familiarity with or willingness to learn about OFCCP regulations; Keep up to date about product offerings as well as OFCCP regulations; Motivated, goal oriented, persistent and a skilled negotiator; High level of initiative and work well in a team environment; Excellent written and oral communication skills; Handles stressful situations and deadline pressures well; Undergraduate degree