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Customer Experience Manager

Press Hook

Press Hook

Customer Service
United States
Posted on Thursday, July 4, 2024

Company Description

Press Hook is a media relations platform that connects brands, publicists, and journalists at scale. Our platform streamlines and digitizes the processes of the media industry, making the news cycle stronger and more reliable. We match brands with top journalists to facilitate newsworthy stories, ensuring timely earned media coverage. Our mission is to help diverse, minority, and small businesses gain brand awareness in top media publications through innovative technology-driven solutions.

Role Description

This is a full-time remote role for a Senior Customer Experience Manager at Press Hook. The CX Manager will be responsible for managing and enhancing the overall customer experience to increase retention and life-time value. This includes analyzing customer data and feedback, auditing the customer journey, developing strategies to improve customer experience, and ensuring effective communication with customers to demonstrate the ROI of the platform. The CX Manager will also be responsible for assisting the Customer Success and Customer Support functions by creating a robust knowledge base of articles and macros, and should be able to drive customer activation with checklists, product tours and emails.

🎯 Strategic Mindset

  • Develop and execute on a Customer Experience strategy aligned with our company’s vision and goals.
  • Ability to collect and analyze customer data to build reports and for end-to-end customer journey optimization.
  • Establish and refine tools, processes, and workflows for excellent customer experiences.
  • Utilize your technical expertise to build out automations and workflows that will help scale the CX motion efficiently.
  • Collaborate with product and engineering to advocate for customer needs.

📈 Business and Sales Savvy

  • Identify opportunities for expansion within existing accounts.
  • Collaborate with sales for seamless customer transitions.
  • Track and analyze key performance metrics.
  • Seek continuous improvement in Customer Success practices.

Who You Are:

  • 4+ years in Customer Success, Customer Experience, Product Management or Product Marketing, particularly in B2B SaaS environments.
  • Experience working in a fast-paced, startup environment.
  • Strong analytical, operational and technical skills (i.e. Intercom and product data analytics tools).
  • Business acumen with a focus on upselling and NRR growth.
  • Innovative, gritty, and scrappy.
  • Excited to roll up your sleeves and build from scratch.
  • Experience in PR, marketing or media industry is a plus.

What We Offer:

  • Competitive salary and performance-based bonuses.
  • 100% coverage for health, dental, and vision insurance.
  • 20 days PTO per year plus public holidays.
  • Opportunities for professional development and career advancement.
  • A collaborative and innovative startup work environment.

How to Apply:

If you are a passionate and experienced CX professional looking to join a forward-thinking company at the forefront of the PR industry, we want to hear from you! Please submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for this role.

Press Hook is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.