B2B - Customer Experience Manager

Related keywords: account manager remote jobhealth coach remote jobspanish remote job

Job Overview

CookUnity is a pioneering food service company that connects customers with chefs to deliver top-notch, ready-to-eat meals directly to their homes. The company aims to revitalize the food experience by offering nourishing meals crafted by skilled chefs. As the company expands, they have an opening for a B2B Customer Experience Manager who will play a key role in enhancing client relationships in their Cold Meal and Smart Fridge product lines. This position embodies the innovative spirit of CookUnity and offers a platform to influence customer satisfaction in a rapidly growing sector.

Role and Responsibilities

As a Customer Experience Manager for B2B, you will take complete ownership of the client journey. Reporting directly to the Head of B2B, the role involves:

• Customer Experience Strategy & Execution: Manage the end-to-end B2B customer support journey using tools like Zendesk, ensuring high service standards and customer satisfaction.
• Onboarding & Menu Planning: Collaborate with sales and operations to create tailored onboarding plans and menu options for Smart Fridge clients, ensuring a smooth introduction.
• Customer Feedback & Insights: Gather and analyze client feedback to identify areas for improvement. Regularly compile and present insights to enhance service delivery.
• Event Coordination: Plan and execute tasting events to drive engagement and promote the adoption of products among new clients.
• Support Upsell Readiness: Track satisfaction signals to identify upselling opportunities and collaborate with account managers for further business growth.

Required Skills and Qualifications

To qualify for this position, candidates must possess the following skills:

• Experience: At least 4 years in customer experience, account management, or a related client-facing role.
• Technical Proficiency: Familiarity with support tools like Zendesk and metrics such as CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).
• Hospitality Background: A preference for candidates with experience in the hospitality field or roles focused on customer delight.
• Analytical Skills: Ability to derive actionable insights from feedback and deploy them effectively to enhance the customer experience.
• Project Management: Strong organizational and collaboration skills that allow for seamless interaction with various teams within the organization.
• Communication Skills: Excellent written and verbal skills to facilitate effective client interaction and internal communication.
• Tech-Savvy: Comfortable with Google Workspace and automation tools to enhance operational efficiency.
• Empathy: A genuine customer-first mindset is critical to achieve success in this role.

Salary and Benefits

The salary range for the B2B Customer Experience Manager position at CookUnity falls between $130,000 and $150,000 OTE (On Target Earnings) per year. This range reflects the variability based on experience, skills, and alignment with market data.

The benefits package is extensive and designed to promote both physical and mental health:

• Health Insurance Coverage: Comprehensive medical coverage to ensure your well-being.
• 401k Plan: A retirement savings plan to help secure your future.
• PTO and Sick Leave: An unlimited PTO policy that encourages a healthy work-life balance.
• Sabbatical: A 4-week paid sabbatical after five years of service.
• Family Leave: Generous family leave options including 12 weeks paid for primary caregivers and 6 weeks for secondary caregivers.
• Compassionate Leave: Available during times of personal need.
• CookUnity Credits: Monthly credits for enjoying the company’s meals.
• Wellness Perks: Access to a nutrition coach and fitness subsidies.
• Personalized Spanish Coaching: Offered to employees interested in enhancing their language skills.

Work Environment and Culture

The B2B team operates with a start-up mentality, fostering an entrepreneurial spirit and a culture of innovation. Employees are encouraged to challenge conventional practices and bring fresh ideas to table, promoting a stimulating work environment. This role not only allows for professional growth through challenges but also the satisfaction of contributing to a company poised to redefine food experiences.

Conclusion

The B2B Customer Experience Manager position at CookUnity represents a unique opportunity for individuals passionate about food, client relationships, and operational excellence. With a commitment to creating meaningful culinary experiences in the B2B sector, this role offers a blend of strategic influence, creativity, and growth potential. Candidates equipped with the necessary skills and a passion for enhancing customer journeys in a tech-driven environment are encouraged to apply. CookUnity is dedicated to inclusivity and welcomes applications from diverse backgrounds.

This job offer was originally published on himalayas.app