Job Title: Customer Experience Manager
Location: Denver, CO - Hybrid Schedule
Denver-based candidates are expected to work in a hybrid model (3 days in the office and 2 days from home)
Do you love technology and helping organizations utilize that technology to become greater than they thought possible? Are you interested in serving your community and doing your part to keep your community, nation, and planet safe? At Kaseware you will have the chance to do all of that and so much more as a Lead Customer Experience Manager. Kaseware is a company that is changing the world of law enforcement and corporate security forever and, if you are up for a challenge, we would like you to consider helping us make the world a safer place.
As part of our Customer Operations team, you will implement strategies to enhance customer interactions and satisfaction, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT). You will liaise between different department stakeholders and executive leadership to best align projects with overall business objectives, championing the customer perspective in decision-making processes and proposing innovative solutions to enhance the customer experience. Your role encompasses facets of business analysis, client communication, and technical expertise to enable clients to realize the full value of the services or products provided. Our ideal applicant has considerable professional experience in an implementation or project management role.
Job Type: Full-time, Exempt
Responsibilities and Duties:
- Solution with the client to refine processes and procedures to meet the customer use cases and requirements, post-implementation
- Form scope assessments, define work plans and roadmaps, and oversee groups executing implementation plans
- Liaise between departmental stakeholders and executive leadership to ensure alignment of all systems implementation
- Monitor customers post roll out and create plans detailing insights and potential improvements for future initiatives
- Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements
- Work closely with the development team to prioritize and advocate for customer needs and develop a roadmap for customer requirements
- Work with the Account Management/CSM team to collect and analyze feedback from clients to continuously improve the implementation process and customer satisfaction, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
- Learn all facets of the Kaseware solution to provide a deep technical expertise and understand to clients
- Liaise between technical and non-technical teams to translate operational needs into technical solutions
- Champion the customer perspective in decision-making processes and proposing innovative solutions to enhance the customer experience
- Ability to travel up to to 50% of the time
Required Education: Bachelor’s degree in engineering, computer science or related field, or equivalent work experience (Preferred)
Required Skills:
- 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
Required Experience:
- Minimum four years experience in the IT field as a senior customer experience or implementation manager to include interactions with customers, project management and development
Preferred Experience:
- Job experience in public safety, law enforcement, CAD, and/or RMS
Other Requirements:
- Language: English
Base Salary Range: $100,000 - $120,000/year
Benefits:
- Competitive salary and bonus program in an entrepreneurial environment
- Excellent health, dental, and vision insurance with generous company contribution
- FSAs, HSAs
- Unlimited paid vacation
- 12 paid company holidays
- Paid Sick Time
- Paid Parental Leave
- 401k with company matching
- EcoPass provided for Colorado-based employees
About Kaseware:
Kaseware is a dynamic small company located in the Denver metro area. We build state-of-the-art software for law enforcement and corporate security customers. We serve those that serve our communities and make our world safer.
Due to the nature of our business, you must be able to pass a full CJIS compliant fingerprint based background check, which is required for individuals needing access to criminal justice information (CJI).
U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.
We expect this role to be open until April 1st, 2026 or until filled.
Top Skills
What We Do
Kaseware is transforming how organizations handle incident reporting, investigations, case management, and collaboration by delivering robust, innovative, accessible, and best in class solutions. Our mission is to positively impact citizens and employees around the world by helping those entrusted with their safety and security do their jobs better, more successfully, and more efficiently.
We are a cutting edge technology company that prides itself on being innovative and forward looking – from using agile/lean techniques to develop our cloud-centric solutions… to using best-in-breed cloud applications and paperless processes to run our business… to providing unique benefits-of-the-future to our employees.
We were founded by the team that built the FBI’s award winning case management system, Sentinel, while employed as the CIO and Special Agents of the FBI. Their collective 35 years of investigative and software/technology experience uniquely positioned them to create Kaseware and will enable us to continue to innovate.
If you manage incident reporting, investigations, information, cases or collaboration in law enforcement, government, non-profit or for profit organizations, Kaseware can help you do it more effectively, faster and cheaper. Contact us at [email protected] to schedule a free demonstration and learn about how we can help you achieve your mission.
If you are looking to join a fast-paced, values-focused and growing company, Kaseware may have a perfect job for you. Contact us at [email protected] to learn about the exciting benefits of working at Kaseware.
For more information about Kaseware, visit us online at www.kaseware.com.
