Mark43 · 13 hours ago
Customer Experience Manager - Massachusetts
United States
Full-time
Remote
Senior Level
5+ years expMark43 is committed to empowering communities and their governments with new technologies. The Customer Experience Manager will advocate for clients, ensuring their needs are met while collaborating with various teams to enhance product adoption and user satisfaction.
GovTechInformation ServicesLaw EnforcementPublic SafetySoftware
No H1B
Responsibilities
Advocate for the client to ensure their needs are being met
Participating in pre-implementation activities to establish relationships and domain expertise early in the deployment process
Performing post-implementation tasks, on-site with our clients, while working on a dynamic Customer Experience team
Collaborating with the Customer Support, Account Management and Implementation teams to ensure a smooth post-implementation experience for our clients
Working with our clients to learn and understand their current workflows
Keep diligent records of all client meetings, tasks, and deliverables
Seeking out and nurturing relationships with power-users and influencers within client sites
Tracking user feedback to help influence the product roadmap and maintain communication with clients to resolve product issues
Distributing and ensuring completion of client surveys and ultimately responsible for your clients NPS score
Collaborate internally to solve complex problems and work on a diversity of tasks in a fast-paced environment
Collaborating with first responders, which is a uniquely satisfying experience
Helping to innovate and test new processes to improve efficiency as well as internal and external customer satisfaction
Qualification
Required
Must reside in Northeast
5-10 years of account management, customer success, consulting, project management, and/or customer success experience
Proven experience participating in a complex project from start to finish
Knowing when to problem solve, either independently or by asking smart questions of your teammates
Outstanding written and oral communication skills - you'll often be writing materials that will go directly to our clients and will need to adjust internal jargon for external
Detail oriented and the ability to document and track tasks
Excitement about working with cross-functional teams in a matrix organization
Ability to multitask and work on multiple projects concurrently
Ability to travel up to 50-80% and comfort working directly from client sites
Willingness to operate outside of assigned projects and pitch in wherever necessary
Interest in working with a public sector client, such as law enforcement (LE), at the local, state, or federal level
Comfortable working remotely
Experience providing (while comfortable also receiving) feedback across levels of leadership and peers
A change champion able to adapt to changing processes and needs while comfortable asking questions and creating dialog
Preferred
Four-year university/college degree preferred
Benefits
Mentorship from experienced Customer Experience team members.
Constant collaboration with numerous Mark43 teams, including Customer Support, Implementation, Product, Engineering, and Executive leadership.
Building mission critical and socially responsible software to enable first responders to better serve their communities.
A team that respects and embraces your ideas and expertise.
Coworkers that are motivated by pursuing excellence, rather than the prospect of personal gain.
A workplace dedicated to supporting and bettering public safety and government agencies.
An effort to balance autonomy and guidance.
The chance to participate in development opportunities, including through services like Udemy, from day one.
Company
Mark43
Mark43 offers cloud-based public safety software for law enforcement to ensure accurate responses.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$268.82MKey Investors
The Spruce House Partnership,Tiger Global ManagementBreyer Capital,General CatalystGeneral Catalyst,Spark Capital
2024-05-31Series E· $40M
2021-07-12Series E· $101M
2020-04-01Series D· $50M
Leadership Team
Flo Mayr
Co-Founder
Scott Crouch
Co-Founder and Chairman of the Board of Directors
Recent News
Morningstar.com
2026-01-23
Company data provided by crunchbase