Customer Experience Manager

We are looking for a dynamic, high energy, self-starter, who lives and breathes customer service. This candidate will be ready to support both event organizers and their participants and answer any questions they may have.YOUR LIFE AT HAKUOur state of the art, stunning offices overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals. We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too.As a Team Member, You'll Be Eligible To Benefit From:Flexible PTO + paid holidaysTop-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance)401k with employer matching (after 90 days)Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year)Professional Development Reimbursement (after 6 months)Monthly credit towards wellness activities (gym, meal plans, mental health costs)Free access to wellness subscriptions, mental health and financial planning platformsDiscounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through PerkspotCompany-paid parking in the heart of BrickellState-of-the-art Apple computer and accessoriesWellness activities, happy hours, and company-wide fun eventsTop-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and moreWHAT YOU'LL DOManage a portfolio of enterprise event organizations and monitor events’ successBuild strategic partnerships with key customers by being a trusted partner and subject matter expert in all haku products, features, and servicesIdentify opportunities to deepen customer relationships across the customer lifecycleAnswer customer questions, resolve problems, and maintain customer satisfaction by providing problem-solving resources and partnering with other subject matter experts within the organizationProvide comprehensive training to both new event organizers during the onboarding process and existing customers, covering all haku products, including any new features and updatesContribute to the development of haku’s customer experience process documentation and tools/templatesDocument customer feature requests and work closely with engineering and product teams to prioritize incoming requestsWork cross functionally on projects with various teams across the organizationCollaborate with Participant Support, Product, Engineering, Business Development, and other internal teams by effectively utilizing internal tools to address and resolve issuesAbility to pull, summarize, and appropriately share insights with customers and cross-functionallyWHO YOU ARECollege education in Business Administration, Marketing, Communications, Accounting or Finance is preferred. Master's Degree is preferred but not required.2-3 Years of Customer Success or Account Management experienceDetail-oriented with excellent interpersonal, presentation, written, and communication skillsAbility to learn, understand, and use technologyEfficient, highly organized, and can prioritize tasksProactive attitude with a passion for providing amazing service and support to every customerMastery in pivoting and adjusting to meet the needs of ambiguous situations or environmentsSelf-Starter with an excellent ability for problem-solving and intellectual curiosity to seek out answers until a topic is fully comprehendedExperience in identifying customer retention risks and building effective risk mitigation strategiesTravel of 5-10% is required as part of the role to support our customer's eventsMORE ABOUT HAKUhaku is a state-of-the-art technology platform that powers world renowned events. Our SaaS product equips event organizers of all sizes with an impactful business platform that enables them to plan, organize, promote, and execute their events. The bulk of our customers make up the enterprise tier of our market and include organizations like the Marine Corps Marathon, runDisney, The Philadelphia Eagles, the Bank of America Chicago Marathon, the Atlanta Track Club, the Big Sur Marathon, Team in Training, Lexus Corporate Run, and many more.We’re proud to be a minority owned-business and equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Our vision as an employer is to establish a work environment where everyone is welcomed, and anyone has the right to succeed.

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