The Customer Experience Manager (CXM) is responsible for creating a positive
experience for the customer, ultimately leading to renewal and long-term customer
satisfaction. To achieve this, the CXM understands the business initiatives and goals
of the customer and helps them meet their goals using curiosity, empathy, and
innovative thinking. Refine & optimize the customer's use of the platform by taking
advantage of current & new features. The CXM will assess overall satisfaction of the
customer through stakeholder meetings, and close monitoring of usage and other
key metrics. The CXM guides BlueInk customers to the optimal solution to meet
their business needs in a consultative approach and in the context of the customer's
industry and use case. This role works with a portfolio of customers and collaborates
with all internal stakeholders such as sales, product, marketing and account
management. The primary goal is to increase customer satisfaction and loyalty
creating... "raving fans"!

Responsibilities:

Ownership of customer retention by reducing churn, increasing customer adoption, and improving customer satisfaction.

Identify and mitigate risk early to ensure ongoing customer satisfaction.

Educate and inspire customers with best practices, success examples, and innovative ways to solve business problems.

Demonstrate empathy and be a trusted advisor and advocate for customers, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective.

Understand, master, and become a pro at describing our product to customers, and addressing promptly every question they may have surrounding our technology.

Prepare and deliver technical presentations explaining products or services to customers seeking our new features and services.

Plan and configure products to meet presentation needs, as well as deliver on product demonstrations.

Assist the customer in creating and monitoring success KPIs throughout each phase of the customer journey.

Create customer champions who are willing to participate in BlueInk Marketing initiatives.

Collaborate with internal teams (marketing, sales, product, professional services, and support) in order to provide an overall high quality Customer Experience.

Recognize up-sell opportunities based on customer needs and work with the Account Management team to expand usage of BlueInk.

Requirements

3-7 years of experience in a related field.

Bachelor degree or equivalent experience.

Prior experience managing a renewable book of business for a company.

Strong communication skills and rapport building, while leveraging technology to interact with customers remotely.

Strong knowledge of enterprise technologies and systems.

Have a strong ability to share your business acumen while maintaining an upbeat pace and a positive mindset.

Knowledge of latest trends & technology and how to apply into the customer journey.

Consultant approach to use a combination of logic, analysis, experience, wisdom, advanced methods to make sound, timely decisions and to find effective and innovative solutions.

Ability to analyze data and use it to drive conversations and objectives.

Customer focus to be able to add value to customers and exceed their expectations giving excellent service.

Ability to demonstrate a high degree of empathy while balancing the relationship between BlueInk and our customers.

Willingness to share ideas and contribute to the team s objective, goals, and company initiatives.

Preferred Requirements:

Previous experience as Customer Success Specialist, Customer Success Manager, Customer Experience Manager or business consultant.

Proficiency in SAAS is desired.

Benefits

Substantial advancement opportunities

Competitive salary package and aggressive bonus structure

Medical and dental

Flexible vacation/PTO

Flexible remote/in-person work schedule

Exciting company culture and team environment

About BlueInk

BlueInk is a fast-growing SAAS company that creates eSignature software products. We help our clients embrace greater transparency, security and efficiency in their document review and eSignature processes. We are based in Scottsdale, AZ. Learn more at (url removed).