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    Senior Customer Experience Manager - Kansas City, United States - World Services LLC

    World Services LLC
    World Services LLC Kansas City, United States

    3 weeks ago

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    Description

    Job Description

    Job Description

    JOB DESCRIPTION:

    We are looking to hire a full-time Senior Customer Experience Manager (CXM) for a Government client. The CXM will provide excellent customer service to our Government client and ensure that customer service escalations are handled quickly and through completion. The CXM is expected to understand the customer's business needs to be able to quickly and thoroughly solve issues and earn the trust of the customer.

    NOTE: MUST be a US Citizen and be able to obtain a Public Trust Clearance

    Location: Onsite in Kansas City, Missouri

    Role and Responsibilities:

    • Track and monitor customer feedback
    • Provide reports on customer "pulse" for management
    • Review and update department processes and training to maximize efficiency
    • Report and escalate customer issues to the appropriate group
    • Lead a team of service technicians and service coordinators, hosting weekly standups and tracking tasks as needed

    Minimum Required Skillset and Professional Experience:

    • Must be a US Citizen
    • Must be able to obtain a Public Trust Clearance
    • Experience leading a team of service technicians and service coordinators
    • 3+ years of experience managing customer SLAs and support contracts
    • 3-5 years of experience in a Customer Success or Customer-facing role, with a record of working with larger strategic accounts
    • Proficient in Powerpoint
    • Proficient utilizing email, video teleconferencing and phones
    Company DescriptionWorld Services, LLC is a Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Alexandria, Virginia. We offer a wide variety of IT services to support enterprises at every level. These include Management Consulting, Cloud Architecture, Software Development, Agile Implementation, Data Science and Analytics, Systems Engineering, Augmented Reality, and Cyber Security services. World Services commitment to a quality delivery of technology and services is backed by the ISO 9000 certified and CMMI Level 3 in Services and Development to ensure a quality framework of policies, tools, and procedures. This is one of the factors that allow our company as a ISO certified and CMMI Level 3 rated small business to deliver consistent, scalable solutions to the Federal, State and Local Government, healthcare, and commercial clients. Our quality processes ensure our customers receive shorter lead time, delivery reliability, and consistent, high-quality services and products.

    Company Description

    World Services, LLC is a Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Alexandria, Virginia. We offer a wide variety of IT services to support enterprises at every level. These include Management Consulting, Cloud Architecture, Software Development, Agile Implementation, Data Science and Analytics, Systems Engineering, Augmented Reality, and Cyber Security services. World Services commitment to a quality delivery of technology and services is backed by the ISO 9000 certified and CMMI Level 3 in Services and Development to ensure a quality framework of policies, tools, and procedures. This is one of the factors that allow our company as a ISO certified and CMMI Level 3 rated small business to deliver consistent, scalable solutions to the Federal, State and Local Government, healthcare, and commercial clients. Our quality processes ensure our customers receive shorter lead time, delivery reliability, and consistent, high-quality services and products.
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