12Twenty is a rapidly growing ed-tech company based in Santa Monica, and we are looking for a driven, professional, and friendly Senior Manager of Customer Experience to optimize our customers experience as they utilize our platform.

About The Job

The Senior Manager of Customer Experience manages the Onboarding, Technical Training,  and Customer Success teams, reporting directly to the Director of Operations. The Senior Manager of Customer Experience is both an individual contributor for strategic accounts, as well as escalation point for all managed teams, removing roadblocks and providing direct guidance and assistance. Additionally, the Senior Manager of Customer Experience is responsible for continuous evaluation / definition / implementation of process improvements, taking findings back to leadership, and across all levels of the organization.

As our Senior Manager of Customer Experience, you will:

• Provide expert-level application support, assisting clients to solve point-in-time challenges. Quickly identify needs, and alter strategy in fast-paced B2B SaaS environment, helping to drive support and change when necessary to help client achieve business objectives, supporting adoption and continued satisfaction with 12Twenty.
• Directly coordinate between Sales / Ops to reduce client churn, drive renewals, and identify upsell opportunities. Establish, define, and catalog customer customer success metrics.
• Look for opportunities to help grow 12Twenty through product innovation and customer needs. Gather client feedback to inform Engineering, Product, Marketing, and Sales decisions.
• Streamline customer feature request and feedback, coordinating directly with Product Team to help define narratives and outline enhancement / bug requirements.
• Report on and define OKRs and KPIs, demonstrating consistent achievement of goals, and maintaining scalability.
• Provide onboarding and implementation assistance, best practices guidance, and product training to customer base. Identify new opportunities or processes to work more efficiently both internally / externally.
• Be a product expert and advocate to customers and ensure that customers are using the 12Twenty product to the fullest of its capabilities.

We’re looking for someone with:

• Bachelor's degree.
• 5+ years in client services, handling escalations or strategic accounts.
• Experience in managing a team (international experience a plus).
• A holistic vision/ approach to customer success and experience.
• Strong cross-functional skills, including ability to motivate and influence immediate team members and non-reporting groups to meet business objectives.
• Experience with onboarding / implementation, and a proven track record of managing client relationships.
• Exceptional writing / communication skills, problem-solving abilities, along with impeccable organizational and time-management skills, with the ability to prioritize and focus on multiple tasks in high-pressure situations.
• Utilization of Salesforce to ensure all client information is updated and accurate.
• Process-oriented with a strict attention to detail, as well as excellent critical thinking and presentation skills.

We’d LOVE it if you had:

• SaaS and / or Higher Education experience.
• Background in project management or agile methodology.
• Background using Jira, Asana, Trello, or other similar tools.

Perks:

• Snacks are fully stocked at all times.
• Regular team happy hours and activities.
• Catered lunch with the entire team every Friday – on us!
• Great location in Santa Monica, minutes from the beach.

Compensation:

• Competitive
• Full benefits, including 401(k) option at 3 months.
• Company Stock Options