Customer Experience Manager

We are looking for a dynamic, high energy, self-starter, who lives and breathes customer service. This candidate will be ready to support both event organizers and their participants and answer any questions they may have.

YOUR LIFE AT HAKU


Our state of the art, stunning offices overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals. We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too.

As a Team Member, You'll Be Eligible To Benefit From:

• Flexible PTO + paid holidays
• Top-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance)
• 401k with employer matching (after 90 days)
• Hybrid work model
• Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year)
• Professional Development Reimbursement (after 6 months)
• Monthly credit towards wellness activities (gym, meal plans, mental health costs)
• Free access to wellness subscriptions, mental health and financial planning platforms
• Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot
• Company-paid parking in the heart of Brickell
• State-of-the-art Apple computer and accessories
• Wellness activities, happy hours, and company-wide fun events
• Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more

WHAT YOU’LL DO

• Manage a portfolio of enterprise event organizations and monitor events’ success

• Build strategic partnerships with key customers by being a trusted partner and subject matter expert in all haku products, features, and services

• Identify opportunities to deepen customer relationships across the customer lifecycle

• Answer customer questions, resolve problems, and maintain customer satisfaction by providing problem-solving resources and partnering with other subject matter experts within the organization

• Provide comprehensive training to both new event organizers during the onboarding process and existing customers, covering all haku products, including any new features and updates

• Contribute to the development of haku’s customer experience process documentation and tools/templates

• Document customer feature requests and work closely with engineering and product teams to prioritize incoming requests

• Work cross-functionally on projects with various teams across the organization

• Collaborate with Participant Support, Product, Engineering, Business Development, and other internal teams by effectively utilizing internal tools to address and resolve issues

• Ability to pull, summarize, and appropriately share insights with customers and cross-functionally

WHO YOU ARE

• College education in Business Administration, Marketing, Communications, Accounting or Finance is preferred. Master's Degree is preferred but not required.

• 2-3 Years of Customer Success or Account Management experience

• Detail-oriented with excellent interpersonal, presentation, written, and communication skills

• Ability to learn, understand, and use technology

• Efficient, highly organized, and can prioritize tasks

• Proactive attitude with a passion for providing amazing service and support to every customer

• Mastery in pivoting and adjusting to meet the needs of ambiguous situations or environments

• Self-Starter with an excellent ability for problem-solving and intellectual curiosity to seek out answers until a topic is fully comprehended

• Experience in identifying customer retention risks and building effective risk mitigation strategies

• Travel of 5-10% is required as part of the role to support our customer's events

MORE ABOUT HAKU

haku is an all-in-one technology platform for event management, registration, fundraising, marketing, and participant engagement. Purpose-built for endurance events and nonprofit organizations, haku removes the frustration of rigid systems, limited insights, and manual processes by bringing everything together in one integrated solution.
Our customers include some of the most recognized organizations in sports and philanthropy, such as the Marine Corps Marathon, the Philadelphia Eagles, the Bank of America Chicago Marathon, the Big Sur Marathon, Team in Training, the Colon Cancer Coalition, and many more.

We are proud to be a minority-owned business and an equal opportunity employer. We are committed to creating an inclusive workplace and providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Our vision is to foster a work environment where everyone feels welcome and empowered to succeed.

To learn more about haku, visit www.hakuapp.com.

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