Customer Experience Manager

Title: Customer Experience Manager

Location: Somerville, Massachusetts, United States

Job Description:

Babel Street is the trusted technology partner for the world’s most advanced identity intelligence and risk operations. We deliver advanced AI and data analytics solutions providing unmatched, analysis-ready data regardless of language, proactive risk identification, 360-degree insights, high-speed automation, and seamless integration into existing systems. Babel Street empowers government and commercial organizations to transform high-stakes identity and risk operations into a strategic advantage.  The actionable insights we deliver safeguard lives and protect critical assets around the world.  Babel Street is headquartered in Reston, Virginia, with regional offices in Boston, MA and Cleveland, OH, and international offices in Australia, Canada, Israel, Japan, and the U.K. 

About the role:

A Customer Experience Manager seeks to deliver a positive customer experience and assist with customer retention along with exploring opportunities for growth.  In this role you will be responsible for providing frontline support to Babel Street customers globally and working with our revenue team to ensure customers achieve outcomes they desire from utilization of our products and services.  This is a hybrid role that will be based out of our Somerville, MA office.

Additionally, you will be a primary point of contact for key customers and will be responsible for building and maintaining strong relationships with them. You will identify and communicate customer needs and concerns to relevant teams within the organization, and work with cross-functional teams to resolve customer issues and identify solutions. You will also collaborate with the customer success, product, marketing, and development teams to develop and deliver customer success resources and materials and assist with onboarding and training new customers. You will need to work across teams to solve issues reported by our customers. 

What you will do: 

• Assist customers in maximizing their value and success with Babel Street products starting with the initial onboarding phase and continuing throughout the entire customer lifecycle 


• Hands on support engineer providing L1 support via CRM, email, and phone with cross-functional teams to resolve customer issues and identify solutions 


• Develop deep understanding of customers’ business to advocate for customers in product planning and development 


• Collaborate with Sales Team to identify and coordinate opportunities for expansion, growth, and potential partnerships to grow the business


• Optimize existing processes within the company and actively enhance all Customer Success initiatives


• Measuring and tracking customer satisfaction and success metrics


• Identify and communicate customer needs and concerns to relevant teams within the organization


• Assist with Configuration/setup, onboarding and training for new customers


• Contribute to the development and continuous improvement of customer success processes and systems 


 

What you will bring:

• Bachelor's degree in a relevant field (Business, Computer Engineering, Customer Experience Management) 


• 1+ years of experience in a customer support or customer-facing role 


• Strong communication and interpersonal skills


• Strong problem-solving and critical thinking skills


• A desire to learn new skills and take on challenges


• Preferred technical knowledge of api, elasticsearch, python, etc.


• Available for some evening / weekend coverage


• Ability to build and maintain relationships with customers


• Ability to work effectively with cross-functional teams


• Customer-centric focus – willing to go the extra mile to help our customers


• Experience with customer feedback or survey tools (GetFeedback)


• Experience with customer relationship management (CRM) software (Salesforce)


• Some understanding of the Agile Software Development Lifecycle 


 

Benefits at Babel Street (just to name a few...)

• Health Benefits: Babel Street covers 85-100% monthly premium costs for Medical, Dental, Vision, Life & Disability insurances – for you and your family!


• Retirement Plans: Babel Street offers both a Traditional and Roth 401(K) with a very competitive match.


• Unlimited Flexible Leave: We trust our employees to manage their own time and balance their personal and work lives.


• Holidays: Babel Street provides employees with 12 paid Federal Holidays


• Tuition Reimbursement: We are committed to investing in our employees. One way we do that is with our Tuition Reimbursement Program for continuing education.

Babel Street is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Further, Babel Street will not discriminate against applicants for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co‐worker, Pay Transparency Nondiscrimination. In addition, Babel Street's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request, we will provide you with more information about such accommodations.

Range for this position based on qualifications and experience

$60,000 - $68,000 USD