Customer Experience Manager

Account Management
Carlsbad Office
Full time

Job Description

Are you a tech enthusiast who is personable and eager to share your passion with others? Are you skilled at explaining technical concepts in an easy to digest, user-friendly manner? Are you energized by challenges and have a knack for identifying quick and actionable solutions across a multitude of consumer-facing activities?

If this sounds like you are a perfect fit for our Customer Experience Manager position; joining a team of like-minded individuals at iSoftpull. We are a growing a SaaS company providing proprietary soft credit check software to businesses who offer financing to customers.

As the Customer Experience Manager, you will work closely with the entire team to ensure all clients needs are met while communicating the status of accounts to various internal departments. You will oversee customer accounts, making sure all clients receive exceptional service and product support. You will help clients from many different organizations who assume a wide range of roles with varying tech backgrounds that will require training and support tailored to their needs.

Essential Duties and Responsibilities

  • Overseeing the successful installment and launch of our software platform for new clients
  • Onboarding new clients
  • Collaborating with Sales and other internal departments to ensure that all customer requests are fulfilled
  • Providing hands-on training and tech support to ensure clients are set up for success
  • Helping client's/ their developers set up software integrations and providing guided tutorials on installing iframes within many different web builders
  • Acting as the client’s representative in a firm to ensure that their demands are met with a focus on improving the customer experience
  • Building strong client relationships to maintain old business and acquire new customers
  • Resolving complaints in a timely manner and keeping track of all processes that pertain to the client’s desires
  • Collecting and analyzing data concerning consumer behavior and ux feedback to understand and communicate changing needs with development team
  • Any other miscellaneous tasks reasonably asked by company

Skills/ Qualifications

  • Confidence in dealing with complex software products, issue resolution and product deployments.
  • Satisfactory problem-solving skills to help resolve customer complaints or needs
  • Ability to deliver friendly, personable, and knowledgeable customer service
  • Able to take initiative, work independently and demonstrate flexibility
  • Excellent verbal and written communication skills to communicate product ideas to clients
  • Up-to-date understanding of the industry trends and market needs
  • Strong customer service and interpersonal skills for dealing with different types of customers and clients
  • Exceptional analytical skills for analyzing client data
  • Time management and multitasking skills in order to handle multiple tasks and clients at once
  • Advanced motivational and negotiation skills
  • Strong organizational skills and attention to detail
  • Working as a team player, having a great attitude, and willingness to learn


  • Bachelor’s degree or equivalent experience.
  • Prior experience in a Customer Success/ Relationship Management role (ideally supporting business customers with software products).
  • Experience in Integration Support, Tech Support, and Customer Service roles preferred
  • Strong technical background and expertise in basic technology programs/ platforms (Common CRM's & Web- Builders, Microsoft Outlook, Word, and Excel).

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