Sr. Client Experience Manager

LightEdge Solutions is developing the IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private/dedicated platforms, LightEdge has been successful in offering businesses alternatives that streamline operations, improve reliability and reduce costs.If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change on a daily basis, then LightEdge can offer you a dynamic corporate environment built on teamwork and personal responsibility.The Sr. Client Experience Manager will serve as an advocate for LightEdge clients to oversee the strategy, planning, and execution of the overall client experience. Each (Sr. CEM) will work closely with the direct sales team and their client base to build strategic plans, maintain client retention rate, and identify growth opportunities. The Sr. CEM will need a thorough understanding of LightEdge processes and client services.Ideal candidates will have excellent strategic thinking and foresight, preparation, interpersonal, technological, written, and verbal communication skills, a service-oriented attitude, and be ready to assist in any and all client needs. Each Sr. CEM will be responsible for maintaining and strengthening relationships with a large group of assigned client accounts and will focus on providing an overall great customer service experience. Our most successful team members are highly organized, individually driven, and an all-around team player.ResponsibilitiesAbility to understand business objectives, anticipate client’s future needs, and align engagements accordinglyResponsible for predicting churn, both erosion and defection on a monthly and quarterly basis for assigned account base. In addition, will collaborate with other teams and leadership on save plans per accountAdept at interpreting and leveraging data insights to enhance customer experienceVisualize the end-user experience and work backwards to determine engagement needsCollaborate with other business units on all client requests pertaining to support tickets, contract questions, product requests, billing inquiries and more. Identify strategic growth opportunities within client accounts and pass leads to the salesDocument client account reviews in the Salesforce database and communicate action items to all relevant team membersEngage client accounts at multiple levels and serve as the go-to person for all things LightEdgeWork closely with customers to proactively manage renewalsOwn and process all low dollar adds and changes to client subscriptionsProvide client feedback to the product team, including feature requests and satisfactionOther duties as assignedRequirements2+ years experience ideally in a technical sales capacityBachelor’s Degree or equivalent experienceWillingness to travel occasionally based on customer and business needExceptional customer service experienceExcellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problemsWith over 20 years in business, LightEdge offers a full stack of best-in-class IT services delivering flexibility, security, and control. Our solutions include premier colocation across seven purpose-built data centers spanning Des Moines, IA, Kansas City, MO, Omaha, NE, Austin, TX, and Raleigh, NC, industry-leading private Infrastructure as a Service (IaaS) and cloud platforms, and the top global security and compliance measures. Our owned and operated facilities, integrated DR solutions, and premium compliant cloud choices make up a true Hybrid Cloud Solution Center. LightEdge annually undergoes third-party audits for ISO 20000-1, ISO 27001, HIPAA, PCI-DSS 3.2, and SSAE 18 SOC 1 Type II, SOC 2 Type II and SOC 3.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.