Customer Experience Manager

Internal Job Title: Customer Experience Manager IIReports to: Sr. Director, Supply Chain Services               FSLA Status:  Salaried, ExemptLocation: US, Remote External Job Title:  Customer Experience Manager Position SummaryThe Customer Experience Manager position is a multi-faceted role where you will act as a central hub for ensuring seamless, high-quality experiences for our Milk Accounting customers, both through day-to-day operations as well as implementation processes.  This role serves as an “air traffic controller” for customer engagement – monitoring open cases, coordinating timely resolution, identifying recurring issues, and translating those insights into actionable improvements in training, documentation, and product/process enablement. In addition to ongoing customer experience oversight, this role will also support/lead software implementations for new and existing customers – coordinating project timelines, managing stakeholder communication, and ensuring successful adoption of the system.  The candidate will serve as a subject matter expert (SME) on the Milk Accounting system, integrations, customer workflows and industry-specific processes.  The ideal candidate brings a balance of operational rigor, customer empathy, and a continuous improvement mindset.Key ResponsibilitiesSupport Case Resolution and Customer Monitoring<ul><li>Track all milk accounting support and service cases to ensure timely and effective resolution</li><li>Engage in Tier II support activities as needed – with a focus on enterprise accounts</li><li>Proactively review and identify at-risk customer interactions and escalate as appropriate</li><li>Serve as the central point of visibility across Customer Experience, Support and Services to ensure cases and customer needs are met and resolved in a timely manner</li><li>Interface with cross department teams for problem solving, trouble shooting and customer communications (i.e. tech team, customer service, product, development)</li></ul>Customer Experience Insights and Analysis<ul><li>Analyze case trends to identify recurring issues across system functionality, processes, or user knowledge gaps.</li><li>Compile and share data-driven insights with internal stakeholders to inform product, process, and CX improvements</li><li>Track KPIs related to case resolution time, customer sentiment, and knowledge engagement</li><li>Build regular cadence to engage clients to understand satisfaction with products/services (build user group concept)</li></ul>Implementations<ul><li>Lead and manage end-to-end implementation process, including project planning, timeline management, milestone tracking, and risk mitigation</li><li>Conduct discovery sessions with customers to gather business requirements and define success criteria</li><li>Collaborate with internal product, services, and support teams to configure the software based on customer needs and best practices</li><li>Oversee system setup, integration, and testing phases, ensuring alignment with scope and timeline</li><li>Facilitate user onboarding, including initial training sessions, documentation delivery, and support</li><li>Monitor adoption and usage in the early stages post-implementation to ensure a smooth handoff to ongoing support or customer success teams</li><li>Capture lessons learned and contribute to the continuous improvement of the implementation process, templates and playbooks</li></ul>Expert Knowledge and Guidance (SME)<ul><li>Act as a key resource for internal and external teams, providing guidance and clarity on product capabilities, common customer use cases, and best practices</li><li>Contribute to product roadmap discussions and feedback loops by representing the voice of the customer and highlighting recurring needs or gaps</li><li>Lead product demos for prospective clients</li><li>Collaborate with internal teams to troubleshoot complex issues and validate solutions across Company offerings</li><li>Partner with internal SMEs to build learning paths and training modules based on real-world case data and customer struggles</li><li>Contribute to and maintain a library of external-facing documentation, FAQs, and training materials</li><li>Maintain up-to-date knowledge of product features, enhancements, and known issues to ensure accurate communication and resolution of customer cases</li><li>Identify opportunities to enhance proactive support through scalable education content</li><li>Contribute to the vision of the Ever.Ag payroll product and help quantify the value of payroll software and individual features within the product</li></ul>Ad-hoc Projects<ul><li>As with all positions within the Company, this role contemplates that beyond the specific expectations of the position the successful candidate will at times be assigned ad-hoc projects based on company priorities and objectives.</li></ul>Qualifications<ul><li>Bachelors degree in business, training or education</li><li>A minimum of 5 years of experience in supply chain customer support, software implementation, managed services, or project/account management.</li><li>Proven project management experience with the ability to manage multiple concurrent initiatives and shifting priorities.</li><li>Strong Excel skills required (e.g., pivot tables, formulas, data validation, lookups).</li><li>Experience supporting or implementing complex software platforms, preferably in a SaaS or enterprise environment.</li><li>Ability to understand and work with financial data; must be detail-oriented and numerically precise.</li><li>Demonstrated ability to analyze workflows, identify patterns or recurring issues, and help improve processes.</li><li>Excellent communication and relationship-building skills with both internal teams and external customers.</li><li>Experience working cross-functionally with product, engineering, support, and customer success teams.</li><li>Comfortable working in a fluid environment with changing priorities and limited structure — must be highly organized and self-directed.</li><li>Ability to quickly learn and understand industry-specific tools and business processes (e.g., payroll systems, agricultural supply chain tools).</li><li>Must be comfortable facilitating customer training, guiding new users through system adoption, and leading workshops.</li></ul>Competencies for Success<ul><li>Project Management: Guides projects through successful execution and completion, influences teams to achieve the project goal through effective communication, negotiation, risk management, organization, and planning.</li><li>Process Improvement: Analyze information from a variety of resources to understand cause and effect, then with priorities, costs, risks and benefits; Creates or improves processes to minimize future issues</li><li>Tenacity and Emotional Resistance: Reacts to unexpected challenges and conflicts in a calm and measured fashion; Works toward improving performance</li><li>Detail Oriented: Strong attention to detail and organization skills are critical to the position. </li><li>Cross Functional Collaboration: Strong ability to work collaboratively across teams and inspire team members to achieve organizational goals.</li></ul><div class="content-conclusion"><div>Who you will be working for  </div><div> </div><div>Ever.Ag offers innovative AgTech solutions and services that empower agriculture, food, and beverage supply chains to feed a growing world. The breadth of the portfolio is uniquely capable of supporting the complex needs of companies involved in dairy, livestock, crops, and agribusiness. With decades of experience and industry-leading innovations, our technology, risk management, and market intelligence provide our customers with the tools and insights they need to operate more efficiently, sustainably, and strategically across every stage of the supply chain.</div><div> </div><div>We welcome candidates from all backgrounds to contribute their unique perspectives to our team. Your success is our success!</div><div> </div><div>Please visit our webpage to learn more about us <a href="https://news.ever.ag/" target="_blank">News.Ever.Ag</a> and <a href="https://www.ever.ag/" target="_blank">https://www.ever.ag/</a>  </div></div>

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