Requisition #: 18714
Functional Area: Product Management; Client Implementation; Client Service; Leadership; Transportation Safety
Employment Type: Full-Time
Work Options: Remote / Work from Home in the US #LI-Remote
Work Hours: Standard Business Hours
Position Summary
As an Associate Customer Experience Manager in J. J. Keller’s Managed Services area on the Service Operations team, you will be responsible for developing and leading a team of professionals who take accountability for managing questions and issues related to the technology used for Managed Services’ portfolio of services. This team will support all Managed Services’ clients, both external and internal, and monitor the customer/user experience to ensure best-in-class service delivery.
To accomplish this, the manager will create protocols, procedures, training plans and reporting outcomes for our client success team members around how to handle inquiries and remediate problems. They monitor team members’ performance, manage priorities and escalations, engage with internal and external clients, and report on progress to the broader organization.
This position may work on-site at our newly renovated Neenah, WI office, or may work remotely from a home-based office within the US.
J. J. Keller Benefits
- Annual Reviews and Merit Increases
- Quarterly Bonus Program & Annual Discretionary Performance Bonus Program
- Retirement Programs: Annual Profit-Sharing and 401(k) with Employer Match
- Medical / Dental / Vision Insurance, including free telehealth coverage regardless of where you live
- Work-Life Balance with ability for Flexing Work Hours
- 17 Paid Time Off (PTO) Days + 9 Paid Company Holidays
- Free access to FLEX by Fitness on Demand providing 24/7 access to online workout videos
- Computer Equipment Provided for Home Office
Job Responsibilities
- Leads, develops and coaches team:
– Provides clear expectations, feedback and recognition
– Participates in the hiring/selection process
– Writes and conducts performance evaluations and progress reports
– Managers associate relations issues - Delivers results in line with the following key metrics/accountabilities:
– Client retention
– Issue resolution quantitative and qualitative metrics
– Associate retention - Develops and implements processes and procedures that maximize the efficiency and effectiveness of our client support and positively impact client retention goals.
- Monitors and measures service & support metrics to further standards, make improvements, or recommend changes in workflow or resource allocation.
- Supports ongoing releases / deployments where client interaction / engagement is required.
- Manages escalated client issues and resolves complaints. Maintains positive relationships with clients, including ongoing communication and issue remediation that influence retention rate.
- Generates reports and analyzes data to identify trends and make recommendations.
- Engages product, technology, and business teams to recommend changes based on trends in client issues, remediation, and feedback.
- Implements new technology and tools to improve efficiency and effectiveness of client success team.
- Coordinates and plans activities related to major enhancements/releases and how they impact support teams and the client base.
- Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines.
- Manages expenses in line with departmental budgets and corporate business conditions. (If applicable)
- Enforces and supports all company policies and procedures. Fully support the company’s commitment to safety and the environment and strives to maintain a clean, healthy, and safe workplace.
Qualifications
Experience:
- 5+ years’ experience supporting business software applications in a SaaS or Services based organization.
- 3+ years of system/process analysis experience.
- Experience working directly with customers on technical trouble shooting.
- Experience leading a client success/customer service function for a SaaS or Services based organization.
Education:
- Bachelor’s Degree in Business or Technology related field.
- In lieu of degree, may consider a combination of education and related work experience.
Other Requirements:
- Strong communication, problem solving, organization and operational skills.
- Proficiency with commonly used customer support or engagement software tools, databases, systems, e.g., JIRA Service Desk, Zendesk, CRM systems, Reporting toolsets.
- Solid technical acumen as will be working with an array of technology products and solutions; cloud based, web applications, log review, basic SQL queries, API’s, etc.
- Ability to work and collaborate with technical resources on customer problem resolution.
Physical Requirements
Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to customer sites and/or industry and training events may also be required.
Other Information
At J. J. Keller, we are Difference Makers because the work we do truly matters. We protect people’s lives every day. In fact, more than 90% of Fortune® 1000 companies rely on J. J. Keller to help create safe work environments. View our CAREERS video to learn more about being a Difference Maker at J. J. Keller and click here to learn what our associates have to say about life as an associate at J.J. Keller.
Thank you for your interest in career opportunities with J. J. Keller & Associates, Inc.! If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.
Not the right role for you, but know someone who could be a great fit? Refer them to us through our Professional Referral Program and you will earn a cash payment if your referral is hired. Learn more here .
J. J. Keller provides a competitive benefit package which includes the following (eligibility requirements apply): Medical, Dental, and Vision Insurance, 401(k) and Profit Sharing Plan, etc. The compensation range for this role is $75,000.00 to $90,000.00 which varies depending on factors including, but not limited to, a candidate’s overall experience and geographic location. Note that J. J. Keller is not currently recruiting employees to work in California. J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.