Customer Experience Manager

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.