Customer Experience Manager
Artera

Job Info

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Description

JOB PURPOSE:

Direct the development, execution, and continuous improvement efforts of the organization's initiatives surrounding enhanced customer relations and maximizing full cycle order to cash performance. Accountable for overseeing the day-to-day departmental progress of customer service, billing/invoicing, and account management while ensuring long term goals and objectives are met to support engaging, efficient, and effective touchpoints across the customer journey.

ESSENTIAL RESPONSIBILITIES:

• Champion opportunities to consistently improve the Miller Pipeline experience
• Develop listening points within each specific customer to identify solutions for customer issues and work closely with the customer to resolve
• Work cross-functionally with other teams, including Field Leadership, and Finance, to ensure a positive and cohesive customer experience across our collective key touchpoints (safety, field services, billing/invoicing, account management)
• Define segmentation of customer base and the varying strategies required to support
• Test new strategies for driving customer value
• Direct the full cycle order to cash performance for the organization
• Create customer and contract management goals to align all vested parties
• Create and maintain a credit and risk management process to minimize company exposure
• Develop billing/invoicing management initiatives that will create positive customer and company experiences
• Oversee the development and maintenance of the collections management workflow
• Guide team in building an effective client dispute resolution workflow and handle any escalations timely
• Improve remittance and cash application processes
• Drive process improvement to enable and support rapid company growth via organic and acquisitive activity
• Travel to customer and field facilities to expedite cash conversion
• Motivate team member success, be visible, set metrics and be accountable at the individual and company levels

QUALIFICATIONS:

Education and Certifications

Required:Bachelor's degree from an accredited university; or seven years related experience and training; or equivalent combination of education and experience.

Experience

Required:7+ years' experience in accounts receivable and/or a customer service management position with multiple years of experience being a people leader.

Preferred:Professional work in a large company setting with exposure to managing multiple customer accounts, and interactions with internal and external customers. Communicating data and performance measurements with upper management team.

Functional / Technical Competency Requirements

Required:Proficiency with ERP and CRM tools. Microsoft Office, especially Excel. Strong leadership and mentoring skills. Working knowledge of principles in finance, bookkeeping and accounting. Attention to detail. Problem solving and customer orientation.

Preferred:Advanced Excel modeling and PowerPoint

CORE COMPETENCY REQUIREMENTS:

• Live the Miller core values of Safety, Quality, Commitment, Reputation internally and externally
• Champion of customers and people
• Communicate throughout all levels of the organization
• High-level written and oral communication
• Guide overall direction of order to cash performance to maximize value
• Problem solving, analytical abilities, process improvement capabilities
• Nurturing and managing constructive customer relationships
• Process mapping
• Results Driven | Financial Management | Ethical conduct

This job has expired.