Job details

Client Experience Manager

Who is STAT?

We’re a recovery management firm focused on delivering value to suppliers. Our mission is to be widely recognized as being the best at helping suppliers get paid everything they are owed by retailers. Our vision is to create an environment where we all love working and an experience that our customers rave about.

Culture at STAT

STAT is a fast growing tech-enabled services company. We are a bootstrapped, private-equity owned startup, on solid financial footing. Our team is remotely distributed across 17 states (and counting!) with concentrations in Northwest Arkansas, Southern California, Seattle, Dallas, and Philadelphia.

We believe in having fun while working hard. Our team is the best of the best, and we all operate as individual contributors and leaders together as one. We are proud of our inclusive, positive, and collaborative culture and believe every team member brings something uniquely valuable to the table. We reinforce our culture through in person functional team gatherings and by taking the time to celebrate our team members’ big moments, anniversaries, birthdays, and personal wins.

About the Role

The Client Experience Manager is responsible for acting as the face of our company to each of our clients and ensuring that we are delivering an exceptional client experience.

What You’ll Do:

Develop and maintain close relationships with your clients to ensure that we are meeting and exceeding their expectations across all service offerings
Maintain frequent contact with your portfolio of clients (approx. 30 accounts) on a regular basis (anywhere from daily, weekly or monthly touch points) via email, phone, and Zoom
Ownership of the client journey from the Sales > CX handoff and corresponding engagement, retention, and adoption of STAT services
Detailed internal account management, organization, and proactive support, communication, and monitoring to ensure accurate service tracking, results, and excellent client experience
Cross collaboration with internal departments (Sales/Dev/Analysts) to ensure a fluid client experience along with the execution of all client requests, questions, needs, and business goals spanning multiple retailers
Identify opportunities where we can provide additional value-add services to our clients and internally work with relevant departments to execute that

Who You Are:

4+ years of experience in a customer experience/client success-facing role. Ideally midsize and above clients
Direct Retailer (Target, Amazon, Kroger) and/or CPG experience
Experience using a CRM (preferably Hubspot) and/or other project management platforms such as Asana, Intercom, etc.
Have a high value around proactive service and proven track record of helping clients address their needs
Excellent written and verbal communication skills
Relevant tech and software skills, including but not limited to Saas products, Slack, Asana, G Suite, CRM’s
Comfortable reviewing data and metrics and communicating those narratives in a clear and concise manner

Bonus Points:

Experience with data analytics, KNIME, AP retailer systems/processes

8% 401k Match eligible to participate in our 401(k) savings and matching funds program, employer match your 401(k) contributions, up to 8% of your salary.
Employer paid health, dental, and vision benefits for you and your dependents
Employer paid Short-Term, Long-Term Disability, & Basic Life
Access to Free Virtual Primary, Urgent, and Mental Healthcare
Flexible vacation policy
Remote work environment
Paid Parental Leave
Opportunity to travel for Functional Team gatherings

Salary Range: $75,000 - $85,000 annually

Average salary estimate

$80000 / YEARLY (est.)

min

max

$75000K

$85000K

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What You Should Know About Client Experience Manager, STAT Recovery Services

At STAT, we're not just about recovery management; we're all about making an exceptional client experience. As a Client Experience Manager, you'll be at the forefront of our mission to help suppliers get paid everything they are owed by retailers. Your day-to-day will involve building and nurturing strong relationships with around 30 client accounts, ensuring their needs are met and their expectations exceeded. Picture yourself having daily, weekly, or monthly check-ins via email, Zoom, or phone, acting as the bridge between our clients and the awesome internal teams working behind the scenes. Your strategic mindset will play a big role in managing client journeys from the sales handoff, through proactive support, and into realizing the true value of STAT's services. Collaborating with various departments will be key to delivering a seamless experience and executing on client requests, while also identifying opportunities for us to provide even more value. With a positive, inclusive culture, STAT promotes fun while working hard, a perfect setting for you to shine and support our clients effectively. If you have a knack for communicating clearly, are comfortable with tech tools like Hubspot or Asana, and bring 4+ years of customer experience expertise, we want to hear from you. Join us at STAT and help us create an awesome environment both for our team and our clients!

Frequently Asked Questions (FAQs) for Client Experience Manager Role at STAT Recovery Services

What are the key responsibilities of a Client Experience Manager at STAT?

The Client Experience Manager at STAT is vital in ensuring clients receive exceptional service. Key responsibilities include building strong relationships with approximately 30 client accounts, maintaining regular contact, and overseeing the client journey from sales to support. The role involves collaboration with various internal departments to fulfill client requests and identify additional service opportunities.