Customer Experience Manager

Internal Job Title: Customer Experience Manager II

Reports to: Sr. Director, Supply Chain Services               

FSLA Status:  Salaried, Exempt

Location: US, Remote

External Job Title:  Customer Experience Manager

Position Summary

The 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 Responsibilities

Support Case Resolution and Customer Monitoring

• Track all milk accounting support and service cases to ensure timely and effective resolution
• Engage in Tier II support activities as needed – with a focus on enterprise accounts
• Proactively review and identify at-risk customer interactions and escalate as appropriate
• 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
• Interface with cross department teams for problem solving, trouble shooting and customer communications (i.e. tech team, customer service, product, development)

Customer Experience Insights and Analysis

• Analyze case trends to identify recurring issues across system functionality, processes, or user knowledge gaps.
• Compile and share data-driven insights with internal stakeholders to inform product, process, and CX improvements
• Track KPIs related to case resolution time, customer sentiment, and knowledge engagement
• Build regular cadence to engage clients to understand satisfaction with products/services (build user group concept)

Implementations

• Lead and manage end-to-end implementation process, including project planning, timeline management, milestone tracking, and risk mitigation
• Conduct discovery sessions with customers to gather business requirements and define success criteria
• Collaborate with internal product, services, and support teams to configure the software based on customer needs and best practices
• Oversee system setup, integration, and testing phases, ensuring alignment with scope and timeline
• Facilitate user onboarding, including initial training sessions, documentation delivery, and support
• Monitor adoption and usage in the early stages post-implementation to ensure a smooth handoff to ongoing support or customer success teams
• Capture lessons learned and contribute to the continuous improvement of the implementation process, templates and playbooks

Expert Knowledge and Guidance (SME)

• Act as a key resource for internal and external teams, providing guidance and clarity on product capabilities, common customer use cases, and best practices
• Contribute to product roadmap discussions and feedback loops by representing the voice of the customer and highlighting recurring needs or gaps
• Lead product demos for prospective clients
• Collaborate with internal teams to troubleshoot complex issues and validate solutions across Company offerings
• Partner with internal SMEs to build learning paths and training modules based on real-world case data and customer struggles
• Contribute to and maintain a library of external-facing documentation, FAQs, and training materials
• Maintain up-to-date knowledge of product features, enhancements, and known issues to ensure accurate communication and resolution of customer cases
• Identify opportunities to enhance proactive support through scalable education content
• Contribute to the vision of the Ever.Ag payroll product and help quantify the value of payroll software and individual features within the product

Ad-hoc Projects

• 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.

Qualifications

• Bachelors degree in business, training or education
• A minimum of 5 years of experience in supply chain customer support, software implementation, managed services, or project/account management.
• Proven project management experience with the ability to manage multiple concurrent initiatives and shifting priorities.
• Strong Excel skills required (e.g., pivot tables, formulas, data validation, lookups).
• Experience supporting or implementing complex software platforms, preferably in a SaaS or enterprise environment.
• Ability to understand and work with financial data; must be detail-oriented and numerically precise.
• Demonstrated ability to analyze workflows, identify patterns or recurring issues, and help improve processes.
• Excellent communication and relationship-building skills with both internal teams and external customers.
• Experience working cross-functionally with product, engineering, support, and customer success teams.
• Comfortable working in a fluid environment with changing priorities and limited structure — must be highly organized and self-directed.
• Ability to quickly learn and understand industry-specific tools and business processes (e.g., payroll systems, agricultural supply chain tools).
• Must be comfortable facilitating customer training, guiding new users through system adoption, and leading workshops.

Competencies for Success

• 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.
• 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
• Tenacity and Emotional Resistance: Reacts to unexpected challenges and conflicts in a calm and measured fashion; Works toward improving performance
• Detail Oriented: Strong attention to detail and organization skills are critical to the position. 
• Cross Functional Collaboration: Strong ability to work collaboratively across teams and inspire team members to achieve organizational goals.