Client Experience Manager

Client Experience Manager

Our MISSION is to be the most trust provider of self-storage contact center solutions.

Our PHILOSOPHY is that we will achieve our mission by providing overwhelming value in:

• Customer interactions
• Tools/Technologies
• Leadership

Our CORE VALUES are to be helpful, friendly and kind in everything we do!

Are you ready to take the next step in your career and play a key role in the future of our Client Experience department?

We’re excited to announce an opening for a Client Experience Manager

ABOUT THE ROLE

 At XPS Solutions providing a helpful, friendly, and kind experience is what we do for our clients and their callers. The ideal candidate for the role of Client Experience Manager will work directly with multiple clients who typically reach out for support via Email, Telephone, or Video Meetings; while also working directly with multiple internal departments using Microsoft Teams, email, call and in person meetings. 

This is a fun and fast-paced environment with multiple client requests and we've had internal promotions that have create an open position!

The person who is the best fit for this role will be someone who is happy when their clients are happy.

CLIENT XPERIENCE MANAGE MUST HAVES!!

• Helpful, friendly and kind
• Reliable/dependable
• Goal oriented
• Organized
• Detailed
• Problem solver

MAIN OBJECTIIVES:

• Be the primary owner of the relationship with all clients assigned to you, realizing that every single interaction is an opportunity to continue to build and enhance the relationship. We’re looking for clients who love you, and by extension, XPS Solutions! 
• You’ll do this by handling inbound requests for support from variety of clients and schedule follow up as needed to ensure that all new client launches are completed on time, disconnect and billing updates are submitted on time, and any client concerns are addressed completely and in a timely manner
• Meet with existing clients to facilitate new agreements and addendums, renew agreements and upgrade services for existing clients, introduce the support team for new site launches and existing site upgrades. All aspects of the client’s information belong to you, including launch documents, site creation, operational information, and scripting using our proprietary software systems
• Meet with all new clients to begin to build the relationship from the very beginning with clear and direct communication, and a sincere desire for their account to be correct.
• Meet regularly with new clients throughout the launch process, and at scheduled intervals based on client need to confirm satisfaction of provided services, providing key details and data about the value that XPS is providing for their account.
  
  

 SCHEDULING HOURS: 

• Flexible schedule Mon - Friday
• No weekends
• Must have excellent attendance
• This role is ideally based in Richardson, TX, at the XPS Solutions office; however, strong candidates outside the area may also be considered.
  
  

ESSENTIAL EDUCATION, SKILLS & EXPERIENCE:

• High School Diploma / GED
• Associates Degree preferred or equivalent experience in related field.
• Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) required.
• Must be able to speak and read English clearly, professionally, and fluently.
• Bilingual preferred, but not required.
• 2-5 plus years in customer service role.
• 3-5 plus years of Account Management, required. 
• Self-storage experience preferred, but not required. 
• Working with a PC and able to navigate multiple screens simultaneously 

COMPENSATION/PAYROLL SCHEDULE 

• Salaried position, TBD.
• Semi monthly - check dates 15th and Last day of the month
  • 1st - 15th is paid on the last day of that month 
  • 16th - last day of the month is paid on the 15th of the following month

BENEFITS 

• Vacation and Sick pay accruals
• Medical, Dental and Vision Plans
• Company paid Life Insurance with option to enroll in additional Voluntary Life
• Short/Long Term Disability 
• 401(K) with matching