Customer Experience Manager - EAST at Opal Labs
New York City, NY, US
About Opal

At Opal, we believe enterprise software should be beautiful, simple and designed for the job at hand. Opal is a collaboration platform, built for brand marketing teams to produce, organize and govern creative content.

The Opal StoryFirst™ framework empowers teams with a dedicated environment to visualize and deploy campaigns across all marketing channels, reducing complexity and aligning teams for better marketing results. Our customers are creative, passionate people and, through a platform tailored to their specific needs, we're helping them rediscover the best parts of their jobs.

Our team is deeply invested in creating a culture that promotes design thinking, collaboration and a passion for excellence. We are building a world class lineup of creative and strategic thinkers that work together as a team to revolutionize the modern marketing organization.

As a Customer Experience Manager at Opal, you’ll join a smart, passionate team of relationship builders, who get a fire in their belly from successful collaboration with our customers every single day. Our Customer Experience Managers each own a portfolio of Opal customers and work to to help those customers leverage the Opal platform to transform their brand marketing process. Opal’s Customer Experience Managers are accountable for delivering world-class thinking and customer service, while identifying opportunities to grow relationships and ensure customer delight.

Responsibilities:

Build trusted relationships with key senior stakeholders and users of the Opal platform throughout the customer lifecycle.
Own the Opal onboarding and launch process for customers by consulting and training key stakeholders and their staff.
Identify customer business challenges and build solutions that fit within the Opal platform vision.
Identify opportunities for expanded use of the platform in the customers’ marketing processes that result in expansion and growth.
Work with customers to ensure they are leveraging the solution and achieving success, while acting as an advocate for customers’ needs internally.
Support, monitor and identify trends in platform adoption and utilization.
Troubleshoot and respond to customer issues and inquiries.
Exhibit ownership and independent judgment when working with/supporting assigned customer accounts.
Execute on special project work (10 - 20%) to further program development within Customer Experience (based on interest and need).
Live Customer Success and Opal Values.
Work within the Customer Experience workflow.
Work closely with all members of the Opal East Coast team to develop internal and external processes that support the business.
Skills:

Minimum of 3 years experience in account management with experience developing and managing relationships with senior level stakeholders.
Understanding of the digital marketing landscape and enterprise software.
An independent self starter with strong decision-making capabilities and ability to learn and improve process with minimal oversight.
A willingness to learn, sense of humor, and a positive attitude.
A proactive approach to handling customers and problems.
Superb communication, presentation, and organizational skills.
Out of this world problem solving ability.
Benefits:

A full-time, salaried position
Full healthcare coverage (health, dental, vision, FSA)
Short-term disability insurance
Early-stage stock options
Company-provided computer setup
Company-sponsored outreach & activity programs
A tight-knit, very supportive team — we pride ourselves on our culture
Exposure to some of the biggest brands on the planet
At Opal, we are building a world class organization of creative and strategic thinkers. There are no individual egos at Opal, only a team that strives to revolution the modern marketing organization.