Customer Experience Manager

About Vibrantz Technologies

Vibrantz Technologies (“Vibrantz” or “Company”) is a leading global provider of specialty chemicals and materials solutions whose purpose is to bring color, performance and vibrancy to life. Every day, our employees, the products we make, and our valued customer partnerships are inspired by this purpose.   Serving customers globally, our innovations are trusted in a variety of advanced materials, color solutions and performance coatings applications to enhance the hue, functionality, safety and environmental footprint of everyday consumer products. Our key competencies in particle engineering, glass and ceramic science and color technology enable benefits like more durable vehicles and batteries, easier-to-clean appliances, energy efficient roof tiles and bricks, stronger and more decorative glass, and eco-friendly paints.  Headquartered in Houston, Texas, Vibrantz has over 60 manufacturing facilities and sales offices on six continents and employs roughly 4,000 individuals. We are building a strong, shared culture that is rooted strongly in our six core values that focus on safety, our people, customers, excellence in all we do, environmental stewardship, and integrity, ethics, and trust. And we are intent upon fostering a workplace that engages employees’ heads, hands and - uniquely - their hearts. 

Vibrantz is owned by American Securities, a leading U.S. private equity firm that invests in market-leading North American companies with annual revenue generally ranging from $200 million to $2 billion and/or $50 million to $200 million of EBITDA. American Securities and its affiliates have approximately $23 billion under management and are based in New York with an office in Shanghai. 

For more information, please visit www.vibrantz.com and www.american-securities.com. 

Job Function

Reporting into the Supply Chain Manager, the Customer Experience Manager will be based out of either Mayfield Heights, OH or Ashtabula, OH. This individual will be responsible for the entire post-sales customer lifecycle - from product implementation through adoption and renewal. You will ensure our customer’s experience is seamless by proactively helping them increase product usage, developing strategies to grow and retain their business, and responding to their requests.

Responsibilities

• Own overall relationships with assigned customers in your book of business, ensuring high satisfaction and retention.
• Manage the customer life cycle, including kickoff, product implementation, product adoption, and renewal.
• Analyzing customer feedback and market research, and using that information to make improvements.
• Understand customer objectives and align our services to ensure they will meet these goals.
• Monitor customer service performance data, KPI reports, metrics, and customer experience improvement opportunities.
• Bridge the gap between Sales, Customer Service, and Operations.
• Build a collaborative network to improve efficiency and effectiveness of the Customer Service teams within the business unit.
• Work closely with the Customer Service team(s) to ensure customer issues are resolved in a timely fashion.
• Provide guidance and support to the Customer Service team(s) as well as ensure compliance with data protection regulations.
• Provides feedback to the Operations team to ensure all customers have accurate and timely information on order status and/or changes.  
• Proactively identify and mitigate risk. Work cross-functionally to drive continuous improvement and knowledge exchange.
• Contribute to and test customer engagement campaigns and strategies
• Advocate for the voice of the customer internally at Vibrantz, identifying customer trends and providing internal feedback on how Vibrantz can better serve our customers.

Required Experience

• 3+ years of experience in a customer-facing role, such as Customer Service, Sales Account Management, or Supply Chain.
• Bachelor’s degree or equivalent experience in Communications or a business related field.
• Strong understanding of customer dynamics and relationship management. You are passionate about working with customers to ensure they achieve their goals.
• Experience in driving customer retention through renewals and upsells.
• Ability to analyze and interpret customer behavior
• Experience in conflict resolution and customer satisfaction

Preferred Experience

• Proficiency in Customer Relationship Management (CRM) software

Travel Requirements: 

• 25-50% travel

Benefits

• We offer a comprehensive benefits package including medical, dental, life insurance, paid vacation, and 401K.

Location

Mayfield Heights, OH

Vibrantz is committed to protecting your privacy. We provide a Website Privacy Policy located on our Vibrantz.com site to explain the type of information we collect and to inform you of the specific practices and guidelines that protect the security and confidentiality of your personal data. Please read that policy carefully. If any term in the policy is unacceptable to you, please do not use the Website or provide any personal data. This policy may change from time to time (see Revisions to Our Privacy Policy on Vibrantz.com).

Vibrantz Technologies Inc. (“Vibrantz”) is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Vibrantz strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender, age, physical or mental disability, genetic information, sexual orientation, or any other characteristic protected under applicable federal, state, or local law.