Customer Experience Manager

Company: HotSchedules
Location: Austin
Posted on: June 9, 2021

Job Description:

The New Tech for Restaurant and HospitalityFourth is the first global cloud-based intelligent back office platform in the restaurant and hospitality industries. We're no ordinary software company! We pride ourselves on the culture we have created and work hard to ensure this is never compromised. This is a place where our people want to work; where they enjoy and develop in their roles; where our people pull together to work as a team and ultimately be a company we are all proud to be a part of.By developing innovative products, building relationships with our customers and enabling great careers; we are focused on building lifetime loyalty with our customers and each other. The vast majority of us have worked within the industry; we believe we need to be passionate about and have experienced the industry in order to help our customers grow their businesses successfully.When recruiting, we look for those who want to join our journey; those who want to be a part of our personality and culture; those who are professional; have energy, enthusiasm, and ambition, are entrepreneurial and those who can show they can live by our company values each day. Working at Fourth provides an opportunity to build a successful career where our people develop and grow in a dynamic, fast paced environment.A Customer Experience Manager role focuses on keeping clients satisfied with Fourth's services through managingrelationships, projects, addressing any reliability issues and tracking service metrics. This role requires someonewho can keep a positive relationship with customers, manage expectation, meet deadlines, lead a Service Deliveryreview meeting, stay organized, manage conflict and use creativity to find ways to make the service better.Key Accountabilities & ResponsibilitiesDrive the adoption and usage of the Help Centre through Support team and CustomersManage the Service Manager Mailbox and own any escalations through to completionLiaise with Support Managers to make sure feedback is provided to agents around customer complaintsDevelop, maintain and update Service Improvement Plans for Snr Customer Experience ManagerManage and conduct Customer Service reviews when requiredFocus on customer retention and satisfactionIntegral part of Customer Service Transition processLead customers assigned to you by the Director of Support through the transition process fromIn-Projects smoothly into the Fourth Service Delivery program.Contributor and stakeholder in continual service improvement planningEnsure that the Risk & Compliance Manager is informed of any perceived risksCreate effective relationships with all of your customers, key stakeholders, and Fourth's third partiesQualifications and ExperienceExperience managing customer expectations and driving improvements in a high pressure environmentExperience of managing service delivery standards and customer-focused KPI'sPersuasive and credible with internal and external key decision makersExcellent communication skillsAn inquisitive and analytical mind who is service driven#Can interpret, own, act upon and where necessary produce reports relating to trend analysis, continuousservice improvement and customer experience driversStrong interpersonal skills at all levels including CIO, CFO and DirectorsCan use own initiative to achieve the best resultsEnthusiastic, pro-active and a problem solverOur StoryIn July 2019 Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world's largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes-from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company's complete software-as-service (SaaS) solution suite including: scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia and UAE."We are an Equal Opportunity EmployerAll qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.

Keywords: HotSchedules, Austin , Customer Experience Manager, Other , Austin, Texas