Customer Experience Program Manager (LAUNCH)

The Customer Experience Program Manager (LAUNCH) translates a customer’s comprehensive service needs and requests as determined by their service agreement strategically throughout the new customer onboarding process. This role will also act as an internal consultant to our cross-functional business partners for the development of a comprehensive understanding of business performance; to identify issues and opportunities to enhance customer experience. The Customer Experience Program Manager follows clearly defined processes, is highly organized, develops and implements strategic commercial plans to strengthen customer relationships and ensure best in class service.Primary Responsibilities (Essential Functions):Serves as the primary point of contact between the company and its customers. Oversight of overall account set up to ensure complete and accurate information.Both verbal and written communication are essential for building relationships and conveying information effectively. Effective management of: data governance of key data elements through completed LAUNCH packet management including service, contract, billing and reporting requirements; managing all system information to ensure accuracy and speed to transaction; rolls out account supplies; collects and sets SLAs; assigns account management team and prepares appropriate customized communication/welcome package/information for delivery to customer contact(s); connects customer portal information as required; ensures service pricing is accurate and set in system; works with pricing team to ensure pricing is audited, complete and accurate for ease of transacting and invoice accuracy; quarterbacks credit process; customer/generator and profile set up; communicates required reporting.Identifies opportunities for additional pricing needs based on profile approvals prior to initial shipment.Provides concierge desk service as single point of contact during the new account launch process.Works with Account Management team to provide business review format and presentation shell per the service agreement and required reporting.Communicate and coordinate with internal teams (Customer Experience Account Managers, Field Technicians/Operations, Compliance, and/or Sales), regarding service requirements, modifications or issues with the service needs of customers as required.Supports Customer Experience Specialists to ensure order management delivers desired outcomes to meet customer SLAs.Maintaining clear and consistent communication with customers, both internally and externallyDeveloping and implementing account plans to meet customer needs and objectives.Resolving customer issues and complaints in a timely and effective manner. Ability to manage multiple tasks and launch projects simultaneously. Initiates LAUNCH feedback loop through customer survey/NPS team when account set up is complete. Provides internal reports on the progress of customer onboarding timelines to improve performance and reach target goals.Ability to prioritize customer needs and provide excellent service. Perform other reasonably related tasks assigned by management.Lead team huddles and meeting as requestedTrain and mentor new Customer Experience Program Managers, Customer Experience Account Managers and Customer Experience Specialists as required by management.Serve as a Subject Matter Expert (SME) by team for answering questions and gathering feedback specific LAUNCH processes.Proven ability to collaborate through projects and initiatives, foster process improvement opportunities, execute implementation and training.