Customer Experience Manager
Description
Have you ever used the self-checkout? Played the slots at the Casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you’ve answered with a resounding “YES”, then you’ve done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).
We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.
Headquartered in Malvern, PA, CPI is supported by: 2,500 global employees, 7 manufacturing sites, 12 corporate offices and a global Service organization.
WHAT YOU’LL BE DOING:
The Customer Experience Manager owns the full customer lifecycle, merging customer experience leadership with structured project delivery to ensure successful onboarding, execution, service performance, and continuous improvement.
As a Customer Experience Manager for Service, you will work to create a positive experience for new and existing customers in order to support company goals and reduce the possibility for churn or contraction of our service customer base. CEMs onboard new service customers, help resolve issues, prevent them from happening in the first place, provide guidance on best practices, and act as the customer voice internally in CPI. This includes passing along feedback to field service, product development, and sales and marketing teams.
The Customer Experience Manager will have a direct impact on all CPI Service customers and is responsible for:
Coverage scope — The CEM role may require you to work with a specific set of customers repeatedly for an extended period, or on one-off inbound requests from customers. The end goal is always to offer the maximum possible value and ensure that our customer KPIs are met.
Customer care — Providing a second level escalation for service customers, the CEM drives the process of resolving customer issues. A CEM will have to build sufficient knowledge of CPI’s service infrastructure and understand our customers’ problems with our service and address them.
Customer loyalty — Being close to the customer, with frequent and periodic interactions, the CEM is the first to learn about any intent to churn or a competitive situation at that account and then working to provide incentives to help keep the customer and alerting Account Management and Marketing for assistance.
Responsibilities
Onboard new service customers using structured project plans.
Serve as primary escalation point and drive issue resolution.
Lead cross-functional communication across internal teams.
Monitor and report on customer KPIs and implement improvement plans.
Track and manage customer-impacting projects.
Develop customer action plans for service quality and performance.
Identify risks and execute mitigation strategies.
Conduct periodic customer reviews and present updates.
Use PM and CRM tools to track progress and milestones.
Identify churn risks and collaborate to retain customers.
Facilitate internal and customer-facing meetings.
Coordinate scheduling and field service workflows.
Drive continuous improvement in processes and service delivery.
WHO WE’RE LOOKING FOR:
College or University diploma or equivalent.
A minimum of 5 years of professional experience in Customer Support or Customer Service roles (or similar).
Proven experience as a customer support specialist, preferably within a similar environment.
Proficiency in English
Working knowledge of customer service software, databases and tools
Alignment with our company's values.
Value Added Skillsets:
Proven ability to coordinate or manage technical rollout projects.
Business acumen and technical understanding of payment systems and technologies.
Understanding of project management/coordination
Salesforce working knowledge
Microsoft products (Teams, Outlook, Power Point, Excel)
Ability to thrive as individual and part of a team
Communicator, ensuring teams remain on task and informed
Personal Attributes:
Action Oriented: You display a sense of urgency and are known for being a timely decision maker
Customer Service Oriented: You possess a drive to serve your “customers” and focus on responding promptly to project team needs
Decision-Making Skills: You have a reputation for making quality decisions and sticking to them
Facilitator: You are good at negotiating win-win solutions for CPI and our customers
Flexible: You are comfortable wearing many hats and able to shift priorities as needed
Good listener: You allow others to express themselves and try to understand others before expressing self
Organized: You assemble all necessary materials and information before starting a task
Team Player: You are approachable, and willing to follow, or lead based on the team’s need
Quality oral and written communication: Your oral and writing is concise and descriptive, and you believe it is necessary to “overcommunicate” service project status/updates
WHAT WE'RE OFFERING:
Competitive salaries
Generous paid time off, including sick and holiday
Flexible work environments
Medical, dental, & vision insurance
401K with Company contribution
Flexible spending accounts
Life insurance and disability benefits
Defined career growth plans with opportunities to go outside of your “comfort zone”
“Team Building activities that support innovation”
Discounts for childcare
Tuition assistance
Community involvement and volunteering events
Opportunities to travel
CPI is part of Crane NXT
Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies. Crane NXT has approximately 4,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www.cranenxt.com.
Crane Payment Innovations is committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.