Customer Experience Manager

Customer SupportCustomer SupportFull TimeRemoteTeam 51-200H1B No SponsorCompany Site LinkedIn

Location

California

Posted

146 days ago

Salary

$24 - $29 / hour

Bachelor Degree2 yrs expEnglishCloud

Job Description

• Serve as the primary post-sales contact for customers using or onboarding to company’s cloud database management system (LookinBody Web) • Proactively reach out to clients who have not completed LB Web setup to offer guidance and walkthroughs • Conduct LB Web tutorials and live walkthroughs via Zoom or phone to help clients maximize platform value • Perform LB Web retention calls to understand why clients did not activate or continue usage, and collect meaningful feedback • Document and escalate any platform issues or feedback to the Product and Development team • Support the general Customer Experience team as needed, including: • Managing assigned accounts • Conducting Q&A training sessions • Organizing documentation for Key Accounts (Health/Wellness, Medical, Academic) • Assisting with trade-ins and device-related logistics • Maintain accurate records of all interactions and customer data using CRM tools (Zoho) • Identify upsell opportunities related to LB Web and share them with the Sales team • Stay up-to-date on all campaigns, new features, and platform updates related to LB Web

Job Requirements

2+ years in customer service, technical support, or customer-facing role, preferably in a SaaS or software-related environment
Excellent written and verbal communication skills
Ability to clearly explain technical concepts to non-technical users
Strong organizational and time management skills
Comfortable using Zoom or Teams and conducting live product walkthroughs
Self-motivated, with the ability to work independently and manage time effectively
Proficient in Microsoft Office
Experience using CRM software (Zoho preferred)
Willingness to learn new platforms and tools related to LB Web and internal operations

Benefits

Medical (PPO), dental (PPO), vision (PPO), & life insurance*
Flexible spending account (FSA) and dependent care account (DCA)*
401(k) plan with up to 3% company match*
Paid vacation and sick leave
11 annual paid holidays and paid time off for birthday
Corporate wellness program, including gym membership reimbursement, monthly onsite chiropractic and acupuncture services, and ergonomic desk set-up
Discounted pet insurance
Job-related training reimbursement*