Customer Experience Lead

Sales & Support          ·        Tulsa or Remote         ·         Full time

Job Description

The Customer Experience Lead will be responsible for the customer’s experience with Sway. This position will include a variety of functions starting in the sales processes and continuing through onboarding and long-term account management. As Sway’s customer base rapidly expands, this position plays a pivotal role in ensuring Sway scales appropriately to continue to provide an amazing customer experience for every single customer that joins Sway.

This Customer Experience Lead will also be responsible for communicating lessons learned from customers throughout the broader Sway team, to ensure Sway continues to optimize processes across the company, including Sales and Product teams.

This position is responsible for management of Sway’s Customer Support Specialists.

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Responsibilities

• Responsible for minimizing customer churn.
• Responsible for customer onboarding and continual improvement of the customer experience through the onboarding process.
• Develop and execute customer support and experience processes.
• Lead Customer Support Team
  • Responsible for the timely execution and completion of customer support tickets.
  • Responsible for continual improvement of Customer Support ticket management system.
  • Create goals and metrics measuring the effectiveness of Sway’s customer support.
  • Answer inbound calls from customers.  
• Manage Customer Support Specialists
  • Create goals and metrics for performance.
  • Responsible for the success of each team member.
• Finance and Billing
  • Assist billing and finance team in invoicing and collections
  • Prepare and send invoices through the Sway portal
  • Manage customer account collections through structured correspondence
  • Apply and reconcile payments in the Sway portal, banking, and Quickbooks
  • Manage reconciliation of renewals and new sales in Sway portal and Hubspot
  • Prepare reporting of invoices to Sway leadership team
• Interview existing customers to continually improve our customer experience.
• Responsible for transitioning existing customers to the enterprise dashboard when applicable.
• Communicate learnings from customers to the broader Sway team to aid in the continual improvement of processes across the company.
• Ensure all quality management system policies and procedures are followed in onboarding, supporting, and retaining Sway customers.
• Provide additional support as requested by the VP of Operations, or other Sway senior management.

Qualifications

Required Technical Skills & Experience

• 5+ years working in account management/customer support roles.
• Ability to recognize and define problems and create processes to solve those problems.
• Strong computer skills.
• Ability to articulate complex topics in a simple, concise, and clear manner.
• Ability to handle multiple tasks under pressure and in a timeline manner.
• Extremely strong initiative, ownership, and drive.

Required Intangible Skills

• Detail oriented
• Flexible & patient
• Team Player
• Excellent verbal skills
• Effective communication

Bonus Skills & Experience

• Bachelor’s Degree
• Professional experience in software customer support
• Experience with other concussion management software tools
• Professional experience in medical device or medical software customer support

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