Customer Experience Manager

Internal Job Title: Customer Experience Manager IIReports to: FSLA Status: Salaried, ExemptLocation: US, RemoteExternal Job Title: Customer Experience ManagerPosition SummaryThe Customer Experience Manager position is a multi-faceted role where you will act as a central hub for ensuring seamless, high-quality experiences for our Milk Accounting customers, both through day-to-day operations as well as implementation processes. This role serves as an “air traffic controller” for customer engagement – monitoring open cases, coordinating timely resolution, identifying recurring issues, and translating those insights into actionable improvements in training, documentation, and product/process enablement. In addition to ongoing customer experience oversight, this role will also support/lead software implementations for new and existing customers – coordinating project timelines, managing stakeholder communication, and ensuring successful adoption of the system. The candidate will serve as a subject matter expert (SME) on the Milk Accounting system, integrations, customer workflows and industry-specific processes. The ideal candidate brings a balance of operational rigor, customer empathy, and a continuous improvement mindset.Key ResponsibilitiesSupport Case Resolution and Customer MonitoringTrack all milk accounting support and service cases to ensure timely and effective resolutionEngage in Tier II support activities as needed – with a focus on enterprise accountsProactively review and identify at-risk customer interactions and escalate as appropriateServe as the central point of visibility across Customer Experience, Support and Services to ensure cases and customer needs are met and resolved in a timely mannerInterface with cross department teams for problem solving, trouble shooting and customer communications (i.e. tech team, customer service, product, development)Customer Experience Insights and AnalysisAnalyze case trends to identify recurring issues across system functionality, processes, or user knowledge gaps.Compile and share data-driven insights with internal stakeholders to inform product, process, and CX improvementsTrack KPIs related to case resolution time, customer sentiment, and knowledge engagementBuild regular cadence to engage clients to understand satisfaction with products/services (build user group concept)ImplementationsLead and manage end-to-end implementation process, including project planning, timeline management, milestone tracking, and risk mitigationConduct discovery sessions with customers to gather business requirements and define success criteriaCollaborate with internal product, services, and support teams to configure the software based on customer needs and best practicesOversee system setup, integration, and testing phases, ensuring alignment with scope and timelineFacilitate user onboarding, including initial training sessions, documentation delivery, and supportMonitor adoption and usage in the early stages post-implementation to ensure a smooth handoff to ongoing support or customer success teamsCapture lessons learned and contribute to the continuous improvement of the implementation process, templates and playbooksExpert Knowledge and Guidance (SME)Act as a key resource for internal and external teams, providing guidance and clarity on product capabilities, common customer use cases, and best practicesContribute to product roadmap discussions and feedback loops by representing the voice of the customer and highlighting recurring needs or gapsLead product demos for prospective clientsCollaborate with internal teams to troubleshoot complex issues and validate solutions across Company offeringsPartner with internal SMEs to build learning paths and training modules based on real-world case data and customer strugglesContribute to and maintain a library of external-facing documentation, FAQs, and training materialsMaintain up-to-date knowledge of product features, enhancements, and known issues to ensure accurate communication and resolution of customer casesIdentify opportunities to enhance proactive support through scalable education contentContribute to the vision of the Ever.Ag payroll product and help quantify the value of payroll software and individual features within the productAd-hoc ProjectsAs with all positions within the Company, this role contemplates that beyond the specific expectations of the position the successful candidate will at times be assigned ad-hoc projects based on company priorities and objectives.QualificationsBachelors degree in business, training or educationA minimum of 5 years of experience in supply chain management services preferredCompetencies for SuccessProject Management: Guides projects through successful execution and completion, influences teams to achieve the project goal through effective communication, negotiation, risk management, organization, and planning.Process Improvement: Analyze information from a variety of resources to understand cause and effect, then with priorities, costs, risks and benefits; Creates or improves processes to minimize future issuesTenacity and Emotional Resistance: Reacts to unexpected challenges and conflicts in a calm and measured fashion; Works toward improving performanceDetail Oriented: Strong attention to detail and organization skills are critical to the position. Cross Functional Collaboration: Strong ability to work collaboratively across teams and inspire team members to achieve organizational goals.Who you will be working for Ever.Ag offers innovative AgTech solutions and services that empower agriculture, food, and beverage supply chains to feed a growing world. The breadth of the portfolio is uniquely capable of supporting the complex needs of companies involved in dairy, livestock, crops, and agribusiness. With decades of experience and industry-leading innovations, our technology, risk management, and market intelligence provide our customers with the tools and insights they need to operate more efficiently, sustainably, and strategically across every stage of the supply chain. We welcome candidates from all backgrounds to contribute their unique perspectives to our team. Your success is our success! Please visit our webpage to learn more about us News.Ever.Ag and https://www.ever.ag/Originally posted on Himalayas

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