Customer Experience Manager

Customer Experience Manager

E78 Partners provides comprehensive solutions that span the private equity investment life cycle - from fund operations to initial diligence to exit readiness - we ensure deal and management teams unlock value at an accelerated pace. Supporting the entire office of the C-Suite on both the management and sponsorship level, our over 400 people solve the problems C-Suite's face every day to create value for their organizations.

Stronger Together
Together, with our team and our customers, we are stronger. Our people are our strongest element which we refer to as the 78th element of the periodic table, platinum. Our 'platinum values' hold us accountable to act ethically in all we do, care deeply about others, and succeed through teamwork. Our team and our values are aligned around professionalism, passion and being true game changers!

The Client Experience Manager serves as a liaison for our sales team, suppliers and customers by managing all pre and post sales activity. The Client Experience Manager is the single point of contact for the customer and the sales team assigned to them. The position also acts as a resource on various support requirements such as providing quotes, rates, forms, resources, and process information for each supplier in the E78 Partners Connect portfolio. The Client Experience Manager is responsible for retaining the business within the base assigned to them.
Since our founding in 2016, we've experienced a wonderful period of organic growth delighting customers and through acquisitions.

Responsibilities:

• Attend Calls weekly, monthly, quarterly (taking notes, following up on action items, creating/managing calendar invites).
• Identify Sourcing Opportunities and Build Relationships maintaining and managing the client base while finding opportunities to save the client money, creating tracking sheets, opening E78 system tickets, creating weekly calls, project tracking, managing/presenting quotes.
• Quote Process gathers supplier pricing and presents the pricing to the sales team in a pricing comparison template or in customized format as requested by sales team.
• Complete day-to-day customer requests: billing changes, questions, escalations, invoice pulls, etc.
• Vendor Escalations will be point on escalations where needed.
• Create, Coordinate and Manage the Quarterly/ Annual Stewardships for each client in base.
• Receive training on supplier products, processes, and issue problem-solving. Provide basic training to newer team members.
• Receive training and present analytics from the E78 Partners Portal
• Attend company and team meetings, and onsite and offsite supplier trainings and events.
• Perform other tasks and special projects as required.

• High school diploma. College studies or equivalent work experience preferred.
• Superior proficiency in computer usage, the Internet, the Microsoft Office Suite of applications. Must have the ability to learn supplier specific systems and industry specific software programs.
• Excellent communication skills in writing and speaking.
• 2+ years of customer service experience.
• Office experience a plus.
• Telecommunications experience.
• Ability to work within a cooperative team environment as well as perform assignments autonomously.
• Excellent organizational and time management skills.

Key Working Relationships:  Operations team, Sales teams, Supplier Partners, Order Management Team, Advisory Team, Supplier Managers, Commission Team, and the Customer.

Compensation: A base of $75,000 - $100,000 per annum, plus bonus and benefits

E78 Partners is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, and reproductive health choices), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as someone with a disability, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws.

Last updated on Nov 6, 2023