Customer Experience Manager

March 12

🦌 Connecticut – Remote

Although this job is listed in Connecticut, this company may be open to hiring remote in other states.

🗻 New Hampshire – Remote

Although this job is listed in New Hampshire, this company may be open to hiring remote in other states.

+1 more states

🦌 Connecticut – Remote 🗻 New Hampshire – Remote 🍂 Massachusetts – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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QBS, provider of Safety-Care

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QBS has been providing quality behavioral solutions to complex behavioral challenges for more than 20 years across the U.S. and Canada. Learn more about our high quality training and consulting available to your organization in a safe, teaching and positive environment for the individuals you serve. https://linktr.ee/qbstraining

Applied Behavior Analysis • Crisis Prevention • Safety Training • Challenging Behavior • Clinical Consulting

11 - 50 employees

📋 Description

• QBS provides evidence-based training for organizations supporting individuals with behavioral challenges. • The Customer Experience Manager will create and maintain a customer steering committee to guide how customers interact with QBS. • This role requires fluency in Salesforce and expertise in customer engagement technologies. • Ensure customer portals maintain the highest quality standards and align with QBS brand guidelines. • Develop and execute a comprehensive strategy for all customer-facing technology platforms. • Establish and maintain a customer steering committee to gather insights on customer interactions with QBS. • Design and implement self-service systems to empower customers to manage their interactions. • Maintain and enhance the QBS website, ensuring scalability and security. • Build and mentor a high-performing team focused on customer technology. • Develop dynamic reporting tools and dashboards to provide actionable insights.

🎯 Requirements

• Proven track record of managing customer-facing technology platforms and driving digital transformation. • Minimum of 7 years in technology leadership roles, with a focus on customer engagement and self-service technology. • Extensive experience with Salesforce, including Flows and Experience Cloud. • Hands-on experience with HubSpot, digital marketing systems, and website management. • Strong project management capabilities, including leading large-scale platform development. • Exceptional communication and interpersonal skills to work effectively with internal and external stakeholders. • Strategic thinking with the ability to translate business goals into technology solutions. • Expertise in customer advocacy and user experience design. • Familiarity with eLearning platforms and integration. • Knowledge of best practices in digital security and data protection.

🏖️ Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k) with company match • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off (Vacation, Sick & Public Holidays) • Training & Professional Development