Customer Experience Operations Manager

New York, NY /
Support Operations – Customer Experience /
/ Hybrid
Entrupy Inc. is looking for a Customer Experience Operations Manager with a drive for building relationships and finding solutions for our customers, who use our technology-based authentication solutions to protect and grow their businesses. As a leader of our Customer Experience Team, you will be responsible for building and nurturing collaborative relationships with our customers to drive strong user adoption, customer satisfaction, and product usage.  
Your sphere of influence will include establishing customer support policies and processes, developing the customer experience team in the US and Japan, implementing customer success programs, tracking and managing customer experience metrics, optimizing and scaling customer onboarding, and minimizing churn. You’ll be asked for your insights on client-to-business interactions, how you think we can improve the customer experience through product support, and how best to handle customer complaints and requests.

Key Responsibilities

    • Manage the entire post-sales customer lifecycle, from onboarding, training, adoption, support, renewal, expansion, and relationship building.
    • Ensure an exceptional experience for all customers by establishing policies, processes and best practices. 
    • Use your growth mindset to scale the Customer Experience team with service evolution, documentation, and process improvement.
    • Monitor account health metrics to identify growth opportunities, churn risks, and potential abuse/misuse by customers, and work proactively to deliver a superb customer experience while ensuring trust and safety on our platform.
    • Track, manage, and drive resolution of escalations with customers and develop internal policies for resolution.
    • Act as a voice of the Customer by providing and synthesizing feedback for our Product team and the management.
    • Build a strong Customer Experience team in the US and Japan to achieve SLAs for our global customer base.

Skills & Qualifications

    • At least 5 years of experience in customer success, customer experience, or account relationship management
    • Strategic, analytical, process driven, and have strong growth mindset
    • Demonstrated leadership and proven track record of developing a team for scalability
    • Detail oriented with strong organizational skills
    • Exceptional oral and written communication skills
    • Ability to handle multiple priorities in a fast-paced startup environment
    • Experience in technology / SaaS, managing account from SMB to Enterprise
Entrupy benefits:
- We want you to have enough time to unwind. PTO of 20 days a year that stacks. Additionally US company-wide holidays of 14 days/year.
- Health, dental, vision, all covered. A range of options across providers to choose from.
- We want you to invest in your future. 401K plan which employees can participate in
- We also offer commuter benefits (pre-tax contributions for public transport)