Customer Experience Manager

LUMA Institute offers world-class design thinking training and resources to clients around the globe, including some of the world’s most innovative companies.  We have ambitious plans for growth and are building a marketing team to help drive acceleration and customer satisfaction.

We are looking for an experienced customer experience professional to join our marketing team and bring a laser focus to improvements across the entire LUMA experience.  This position is based at LUMA headquarters in Pittsburgh, PA.
 

What will I do?
  • Collaborate across LUMA teams to develop and implement a holistic customer experience strategy to delight clients, build loyalty and elevate the LUMA brand as a world-class experience
  • Supervise and manage all inbound communication channels
  • Share data-driven and anecdotal customer insights to support recommendations for LUMA products, services, online user experience, client relationship management, sales and marketing
  • Identify and implement key tools to measure and track customer satisfaction:  including capturing and reporting on service metrics, providing regular data-driven and anecdotal customer experience issue/success reports
  • Work closely with leadership and individual teams to build buy-in and establish strong collaborative relationships for streamlining cross-functional communication
  • Collaborate cross-functionally to develop and maintain a customer-facing knowledge base, including the overall FAQs and a Help section on LUMA Workplace
  • Participate in the selection and implementation of a CRM system and take administrative ownership of the CRM system to support all LUMA teams
  • Support the Sales team by prioritizing leads and supporting lead-warming communication
  • Serve as an integral member of the Marketing team and collaborate on marketing planning, strategy, initiatives and projects as needed

 

What experience, skills and qualifies would be ideal?
  •  Accomplished customer experience professional with 5 to 8 years of demonstrated success developing and implementing customer experience processes and practices
  • Minimum of 3 to 5 years’ experience guiding customer experience for a SaaS offering, as well as in-person and online events and training sessions
  • Determination to solve problems and delight customers
  • Well-versed in customer experience tools and customer support platforms
  • Familiarity with GDPR compliance requirements
  • Strategic perspective to identify insights from customer touchpoints and effectively communicate them to the rest of the team
  •  Ability to be a change agent, influencing teams and individuals through challenging transitions
  • Exceptional people skills, both responding to customers and collaborating with colleagues
  • Exceptional oral and written communication skills
  • Well-organized work style, able to juggle competing priorities and meet deadlines with detail-orientation
  • Strong ability to work with numbers, make sense of metrics, utilize spreadsheets
  • Upbeat, personable and positive, with a can-do attitude
  • Good judgment, common sense, situational awareness, sense of humor

 

What other attributes might help me stand out?
  • Understanding of design as an approach to problem-solving
  • Understanding of human-centered design methods and techniques
  • Experience working in a global business environment

 

Benefits

At LUMA, we take care of our team and reward them with competitive salaries and great perks.

  • Health, dental, long- and short-term disability, life, and AD&D, and vision insurances
  • Paid maternity and paternity leave
  • Four weeks of vacation per year
  • Flexible work arrangement, including the possibility of regular work-from-home days
  • Matched contributions through our 401K Retirement Plan
  • Professional development support
  • Parking or public transportation allowance
  • Mac laptops and additional equipment needed for your role

 

How to apply

To apply, please visit our application page to complete the form and upload your resume.