Experienced Full Stack Customer Experience Manager – Public Safety & Corporate Security Solution Development

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment where innovation and collaboration drive success? If so, we invite you to join blithequark, a pioneering company revolutionizing the world of law enforcement and corporate security with cutting-edge software solutions. As a Lead Customer Experience Manager at blithequark, you will play a pivotal role in shaping the customer journey, driving business growth, and fostering a culture of excellence. Our ideal candidate is a seasoned professional with a strong track record of leadership, customer-centricity, and technical expertise. If you're ready to take on a new challenge and make a meaningful impact, we encourage you to apply.

About blithequark

blithequark is a dynamic small company located in the Denver metro area, dedicated to building state-of-the-art software solutions for law enforcement and corporate security customers. Our mission is to empower those who serve our communities, making the world a safer place. As a member of our team, you'll be part of a collaborative, entrepreneurial environment that values innovation, customer satisfaction, and employee growth.

Responsibilities and Duties

As a Lead Customer Experience Manager, you will be responsible for:

• Collaborating with clients to refine processes and procedures, ensuring seamless integration with our solutions
• Developing and implementing strategies to enhance customer interactions and satisfaction, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
• Liaising between departmental stakeholders and executive leadership to ensure alignment of all systems implementation
• Monitoring customers post-rollout and creating plans detailing insights and potential improvements for future initiatives
• Communicating proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements
• Working closely with the development team to prioritize and advocate for customer needs and develop a roadmap for customer requirements
• Collaborating with the Account Management/CSM team to collect and analyze feedback from clients to continuously improve the implementation process and customer satisfaction
• Learning all facets of the blithequark solution to provide a deep technical expertise and understanding to clients
• Liaising between technical and non-technical teams to translate operational needs into technical solutions
• Championing the customer perspective in decision-making processes and proposing innovative solutions to enhance the customer experience
• Leading a team of other customer experience managers, including developing and enforcing team processes, mentoring team members, and conducting performance reviews

Required Qualifications

* Bachelor's degree in engineering, computer science, or a related field, or equivalent work experience

• Minimum of 7 years of experience in the IT field as a senior customer experience or implementation manager, including interactions with customers, project management, and development
• Extensive leadership experience and strong teaming abilities
• Excellent problem-solving skills in identifying and resolving customer issues and proactively addressing potential problems
• Experience working with quality management approaches, techniques, and principles to ensure quality project delivery
• Full understanding of software development lifecycle and best practices
• Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders
• Experience leading a team of senior members

Preferred Qualifications

* Job experience in public safety, law enforcement, CAD, and/or RMS

• Strong understanding of the law enforcement and corporate security industries

What We Offer

* Competitive salary and bonus program in an entrepreneurial environment

• Excellent health, dental, and vision insurance with generous company contribution
• Flex Spending Accounts
• Unlimited paid vacation
• 12 paid company holidays
• Paid Sick Time
• Paid Parental Leave
• 401k with company matching
• EcoPass provided for Colorado-based employees

Work Environment and Culture

blithequark is a hybrid remote company, offering the flexibility to work from home or in our Denver office. Our culture values collaboration, innovation, and customer satisfaction. We're committed to creating a workplace that's inclusive, diverse, and supportive of employee growth and development.

How to Apply

If you're a motivated, customer-centric leader with a passion for delivering exceptional experiences, we encourage you to apply. Please submit your resume and a cover letter outlining your experience, qualifications, and why you're the ideal candidate for this role. We look forward to hearing from you!

Equal Employment Opportunity

blithequark is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job