Reporting to the VP Customer Support, this role will lead and inspire a team of customer-focused Solutions Analysts to deliver a world-class customer service experience. The manager will oversee day-to-day operations, provide coaching and mentoring, and ensure effective processes are in place to provide excellent and consistent service quality to customers. This position requires expert cross-functional leadership competencies.
The Customer Experience Manager role acts as a central hub for ensuring seamless, high-quality experiences for Milk Accounting customers. You will monitor open cases, coordinate timely resolution, identify recurring issues, and translate those insights into actionable improvements. This role will also support/lead software implementations, coordinating project timelines, managing stakeholder communication, and ensuring successful adoption of the system.
Serve as a subject matter expert in supporting the Care Team and taking a primary role in improving processes that improve the Care Team’s ability to provide high quality, efficient work on the platform. Assist providers by answering questions, solving technical issues, and working internally to solve Care Team problems. Work collaboratively with multiple teams to address provider issues and streamline processes.