Customer Experience Manager

Steel Point Solutions is an amazing SBA Certified (8a), HUBZone, Small Disadvantaged Business (SDB) and a Woman Owned Small Business (WOSB) company. Established in 2013 with a vision of offering world class, integrated business solutions for all levels of Government and commercial enterprises. We are represented by a team of talented and qualified professionals who know how essential efficient, cost-effective integrated solutions are to your organization’s success. Leveraging these resources, we strive daily to lead the industry in program management and service delivery. 

Role Summary

The Customer Experience Manager is responsible for overseeing and enhancing the customer experience for Steel Point Solutions' clients. This role involves managing day-to-day customer interactions, ensuring high levels of satisfaction, and implementing strategies to improve client engagement and retention. The Customer Experience Manager will work closely with internal teams to align service delivery with client expectations and drive initiatives that enhance the overall customer experience.

Key Roles & Responsibilities

• Customer Experience Oversight: Manage and enhance the end-to-end customer experience, ensuring that all client interactions are positive and align with Steel Point Solutions' standards. Develop and implement strategies to improve customer satisfaction and address any issues or concerns promptly.
• Client Relationship Management: Serve as the primary point of contact for clients, addressing inquiries and resolving issues to ensure a high level of client satisfaction. Build and maintain strong relationships with clients, understanding their needs and preferences to provide tailored solutions.
• Performance Monitoring: Monitor key performance indicators (KPIs) related to customer experience, including satisfaction scores, response times, and resolution rates. Analyze customer feedback and performance metrics to identify areas for improvement and implement actionable strategies.
• Process Improvement: Evaluate and improve customer service processes and workflows to enhance efficiency and effectiveness. Collaborate with internal teams to streamline processes and ensure that customer interactions are handled seamlessly.
• Reporting and Documentation: Prepare and present reports on customer experience metrics, including trends, issues, and improvements. Maintain accurate records of customer interactions, feedback, and resolutions.
• Training and Development: Provide training and support to team members on customer service best practices and company policies. Develop and implement programs to enhance the skills and knowledge of customer service staff.
• Client Retention and Growth: Identify opportunities for client retention and growth by understanding client needs and proposing additional services or solutions. Work closely with the sales and account management teams to support client retention and expand service offerings.
• Issue Resolution: Handle complex or escalated customer issues, working to resolve them in a timely and satisfactory manner. Implement strategies to prevent recurring issues and improve overall service quality.

Required Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field
• 5+ years of experience in customer experience management or related roles, with a proven track record of enhancing client satisfaction.
• Candidate Must Have an Active Top Secret SCI Poly Clearance 

Preferred Qualifications

• Master’s degree in Business Administration, Marketing, or a related field preferred

Skills and Competencies

• Customer Experience Management: Expertise in managing and improving customer experience, with a focus on client satisfaction and retention.
• Client Relationship Management: Strong skills in building and maintaining positive relationships with clients, addressing their needs effectively.
• Analytical Skills: Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement.
• Problem-Solving: Strong problem-solving skills with the ability to handle complex or escalated issues and implement effective solutions.
• Process Improvement: Experience in evaluating and enhancing customer service processes and workflows.
• Communication: Excellent verbal and written communication skills, with the ability to convey information clearly and effectively to clients and internal teams
• Leadership: Ability to provide training and support to team members, fostering a culture of excellence in customer service.

Candidates from Historically Underutilized Business Zones (HUBZone) are strongly encouraged to apply. To determine whether you reside in a HUBZone, visit: https://maps.certify.sba.gov/hubzone/map.