Senior Client Experience Manager, LightEdge Solutions

• 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
• 2+ years experience ideally in a technical sales capacity
• Bachelor’s Degree or equivalent experience
• Willingness to travel occasionally based on customer and business need
• Exceptional customer service experience
• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems

• 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
• 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
• Ability to understand business objectives, anticipate client’s future needs, and align engagements accordingly
• Responsible 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 account
• Adept at interpreting and leveraging data insights to enhance customer experience
• Visualize the end-user experience and work backwards to determine engagement needs
• Collaborate 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 sales
• Document client account reviews in the Salesforce database and communicate action items to all relevant team members
• Engage client accounts at multiple levels and serve as the go-to person for all things LightEdge
• Work closely with customers to proactively manage renewals
• Own and process all low dollar adds and changes to client subscriptions
• Provide client feedback to the product team, including feature requests and satisfaction
• Other duties as assigned

• Health, Vision & Dental
• Life & Long-Term Disability Insurance
• 401(K) Match
• PTO, Sick/Personal Time & 10 Paid Holidays
• Paid Maternity, Paternity & Adoption Leave

Total funding: $5m

Founded in 1996, LightEdge Solutions is a leader in public cloud and enterprise IT technology solutions, with a focus on private, public, hybrid and multicloud colocation. Its solutions help companies connect to the cloud at a faster pace and with less hassle. It has supported more than 1300 large organisations through 12 data centres in 8 US markets.