Customer Experience Manager at Blank Street

Reston, Virginia, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Identity Intelligence, Risk ManagementIndustries

Requirements

Bachelor's degree in a relevant field (Business, Computer Engineering, Customer Experience Management)
1+ years of experience in a customer support or customer-facing role
Strong communication and interpersonal skills
Strong problem-solving and critical thinking skills
A desire to learn new skills and take on challenges
Preferred technical knowledge of API, Elasticsearch, Python, etc
Available for some evening / weekend coverage
Ability to build and maintain relationships with customers
Ability to work effectively with cross-functional teams
Customer-centric focus – willing to go the extra mile to help our customers
Experience with customer feedback or survey tools (GetFeedback)
Experience with customer relationship management (CRM) software (Salesforce)
Some understanding of the Agile Software Development Lifecycle

Responsibilities

Assist customers in maximizing their value and success with Babel Street products starting with the initial onboarding phase and continuing throughout the entire customer lifecycle
Hands on support engineer providing L1 support via CRM, email, and phone with cross-functional teams to resolve customer issues and identify solutions
Develop deep understanding of customers’ business to advocate for customers in product planning and development
Collaborate with Sales Team to identify and coordinate opportunities for expansion, growth, and potential partnerships to grow the business
Optimize existing processes within the company and actively enhance all Customer Success initiatives
Measuring and tracking customer satisfaction and success metrics
Identify and communicate customer needs and concerns to relevant teams within the organization
Assist with Configuration/setup, onboarding and training for new customers
Contribute to the development and continuous improvement of customer success processes and systems
Be a primary point of contact for key customers and build and maintain strong relationships with them
Work with cross-functional teams to resolve customer issues and identify solutions
Collaborate with the customer success, product, marketing, and development teams to develop and deliver customer success resources and materials

Skills

Customer Relationship Management

Customer Support

Customer Retention

Cross-Functional Collaboration

Onboarding

Customer Training

Issue Resolution

AI Solutions

Data Analytics

Blank Street

Specialty coffee shop with efficient service

About Blank Street

Blank Street provides a unique coffee shop experience by offering high-quality coffee and food at affordable prices. The company started with a small coffee cart in Brooklyn and has since expanded to major cities like New York, London, Boston, and Washington, D.C. Their product offerings include specialty coffees sourced from around the world and fresh, locally-sourced food. Customers can enjoy a quick yet premium experience, thanks to the efficiency of their small locations that help keep costs down. Blank Street differentiates itself from competitors by focusing on customer convenience through technology, such as their app that allows for ordering ahead, customizing drinks, and participating in loyalty programs. They also prioritize employee satisfaction by paying baristas above-market wages. The goal of Blank Street is to redefine the coffee shop experience by combining quality, affordability, and exceptional service, making it a significant player in the specialty coffee market.

New York City, New YorkHeadquarters

2020Year Founded

$50.6MTotal Funding

EARLY_VCCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Vacation

Paid Sick Leave

Paid Holidays

Parental Leave

Flexible Work Hours

Company Equity

Risks

Rapid expansion may lead to operational inefficiencies and overextension.

Subscription program may not resonate with all customer segments, risking dissatisfaction.

Reliance on outsourced vendors poses risks if supply chain disruptions occur.

Differentiation

Automated espresso machines ensure consistent quality and enhance barista-customer interaction.

Small, cost-effective locations reduce overhead and allow competitive pricing.

Focus on high-quality, clean, and natural products at affordable prices.

Upsides

Rapid expansion into major cities increases brand visibility and market presence.

Subscription model provides steady revenue and enhances customer loyalty.

Partnerships with lifestyle brands boost brand visibility and customer engagement.

Land your dream remote job 3x faster with AI

Try Jobo Free