Customer Experience Manager - EAST

  • New York, NY
  • Full Time
  • Customer Success
  • Experienced

About Opal

At Opal, we believe enterprise software should be beautiful, simple and designed for the job at hand. Opal is a collaboration platform, built for brand marketing teams to produce, organize and govern creative content.

The Opal StoryFirst™ framework empowers teams with a dedicated environment to visualize and deploy campaigns across all marketing channels, reducing complexity and aligning teams for better marketing results. Our customers are creative, passionate people and, through a platform tailored to their specific needs, we're helping them rediscover the best parts of their jobs.

Our team is deeply invested in creating a culture that promotes design thinking, collaboration and a passion for excellence. We are building a world class lineup of creative and strategic thinkers that work together as a team to revolutionize the modern marketing organization.

As a Customer Experience Manager at Opal, you’ll join a smart, passionate team of relationship builders, who get a fire in their belly from successful collaboration with our customers every single day. Our Customer Experience Managers each own a portfolio of Opal customers and work to to help those customers leverage the Opal platform to transform their brand marketing process. Opal’s Customer Experience Managers are accountable for delivering world-class thinking and customer service, while identifying opportunities to grow relationships and ensure customer delight.

Responsibilities:

  • Build trusted relationships with key senior stakeholders and users of the Opal platform throughout the customer lifecycle.
  • Own the Opal onboarding and launch process for customers by consulting and training key stakeholders and their staff.
  • Identify customer business challenges and build solutions that fit within the Opal platform vision.
  • Identify opportunities for expanded use of the platform in the customers’ marketing processes that result in expansion and growth.
  • Work with customers to ensure they are leveraging the solution and achieving success, while acting as an advocate for customers’ needs internally.
  • Support, monitor and identify trends in platform adoption and utilization.
  • Troubleshoot and respond to customer issues and inquiries.
  • Exhibit ownership and independent judgment when working with/supporting assigned customer accounts.
  • Execute on special project work (10 - 20%) to further program development within Customer Experience (based on interest and need).
  • Live Customer Success and Opal Values.
  • Work within the Customer Experience workflow.
  • Work closely with all members of the Opal East Coast team to develop internal and external processes that support the business.

Skills:

  • Minimum of 3 years experience in account management with experience developing and managing relationships with senior level stakeholders.
  • Understanding of the digital marketing landscape and enterprise software.
  • An independent self starter with strong decision-making capabilities and ability to learn and improve process with minimal oversight.
  • A willingness to learn, sense of humor, and a positive attitude.
  • A proactive approach to handling customers and problems.
  • Superb communication, presentation, and organizational skills.
  • Out of this world problem solving ability.

Benefits:

  • A full-time, salaried position
  • Full healthcare coverage (health, dental, vision, FSA)
  • Short-term disability insurance
  • Early-stage stock options
  • Company-provided computer setup
  • Company-sponsored outreach & activity programs
  • A tight-knit, very supportive team — we pride ourselves on our culture
  • Exposure to some of the biggest brands on the planet

At Opal, we are building a world class organization of creative and strategic thinkers. There are no individual egos at Opal, only a team that strives to revolution the modern marketing organization.

 

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