Client Experience Manager

Who is STAT?  

We’re a recovery management firm focused on delivering value to suppliers. Our mission is to be widely recognized as being the best at helping suppliers get paid everything they are owed by retailers. Our vision is to create an environment where we all love working and an experience that our customers rave about.

Culture at STAT

STAT is a fast growing tech-enabled services company. We are a bootstrapped, private-equity owned startup, on solid financial footing. Our team is remotely distributed across 17 states (and counting!) with concentrations in Northwest Arkansas, Southern California, Seattle, Dallas, and Philadelphia. 

We believe in having fun while working hard. Our team is the best of the best, and we all operate as individual contributors and leaders together as one. We are proud of our inclusive, positive, and collaborative culture and believe every team member brings something uniquely valuable to the table. We reinforce our culture through in person functional team gatherings and by taking the time to celebrate our team members’ big moments, anniversaries, birthdays, and personal wins.

About the Role 

The Client Experience Manager is responsible for acting as the face of our company to each of our clients and ensuring that we are delivering an exceptional client experience.

What You’ll Do:  

• Develop and maintain close relationships with your clients to ensure that we are meeting and exceeding their expectations across all service offerings
• Maintain frequent contact with your portfolio of clients (approx. 30 accounts) on a regular basis (anywhere from daily, weekly or monthly touch points) via email, phone, and Zoom
• Ownership of the client journey from the Sales > CX handoff and corresponding engagement, retention, and adoption of STAT services 
• Detailed internal account management, organization, and proactive support, communication, and monitoring to ensure accurate service tracking, results, and excellent client experience
• Cross collaboration with internal departments (Sales/Dev/Analysts) to ensure a fluid client experience along with the execution of all client requests, questions, needs, and business goals spanning multiple retailers
• Identify opportunities where we can provide additional value-add services to our clients and internally work with relevant departments to execute that

Requirements

Who You Are: 

• 4+ years of experience in a customer experience/client success-facing role. Ideally midsize and above clients 
• Direct Retailer (Target, Amazon, Kroger) and/or CPG experience  
• Experience using a CRM (preferably Hubspot) and/or other project management platforms such as Asana, Intercom, etc.
• Have a high value around proactive service and proven track record of helping clients address their needs 
• Excellent written and verbal communication skills
• Relevant tech and software skills, including but not limited to Saas products, Slack, Asana, G Suite, CRM’s
• Comfortable reviewing data and metrics and communicating those narratives in a clear and concise manner

Bonus Points:

• Experience with data analytics, KNIME, AP retailer systems/processes

Benefits

• 8% 401k Match eligible to participate in our 401(k) savings and matching funds program, employer match your 401(k) contributions, up to 8% of your salary.
• Employer paid health, dental, and vision benefits for you and your dependents
• Employer paid Short-Term, Long-Term Disability, & Basic Life
• Access to Free Virtual Primary, Urgent, and Mental Healthcare
• Flexible vacation policy 
• Remote work environment
• Paid Parental Leave
• Opportunity to travel for Functional Team gatherings  

Salary Range: $75,000 - $85,000 annually