Customer Experience Manager

We are looking for a dynamic highenergy selfstarter 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 HAKU

Our 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 youll love it too.

As a Team Member Youll Be Eligible To Benefit From:

• Flexible PTO paid holidays
• Topquality 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 nonbirthing 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 platforms
• Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot
• Companypaid parking in the heart of Brickell
• Stateoftheart Apple computer and accessories
• Wellness activities happy hours and companywide fun events
• Topoftheline office facilities including an onsite gym and wellness center fully stocked kitchen and more

WHAT YOULL DO

• Manage a portfolio of enterprise event organizations and monitor events success
• Build strategic partnerships with key customers by being a trusted partner and subject matter expert in all haku products features and services
• Identify opportunities to deepen customer relationships across the customer lifecycle
• Answer customer questions resolve problems and maintain customer satisfaction by providing problemsolving resources and partnering with other subject matter experts within the organization
• Provide comprehensive training to both new event organizers during the onboarding process and existing customers covering all haku products including any new features and updates
• Contribute to the development of hakus customer experience process documentation and tools/templates
• Document customer feature requests and work closely with engineering and product teams to prioritize incoming requests
• Work crossfunctionally on projects with various teams across the organization
• Collaborate with Participant Support Product Engineering Business Development and other internal teams by effectively utilizing internal tools to address and resolve issues
• Ability to pull summarize and appropriately share insights with customers and crossfunctionally

WHO YOU ARE

• College education in Business Administration Marketing Communications Accounting or Finance is preferred. Masters Degree is preferred but not required.
• 23 Years of Customer Success or Account Management experience
• Detailoriented with excellent interpersonal presentation written and communication skills
• Ability to learn understand and use technology
• Efficient highly organized and can prioritize tasks
• Proactive attitude with a passion for providing amazing service and support to every customer
• Mastery in pivoting and adjusting to meet the needs of ambiguous situations or environments
• SelfStarter with an excellent ability for problemsolving and intellectual curiosity to seek out answers until a topic is fully comprehended
• Experience in identifying customer retention risks and building effective risk mitigation strategies
• Travel of 510 is required as part of the role to support our customers events
  

MORE ABOUT HAKU

haku is a stateoftheart 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.

Were proud to be a minority ownedbusiness 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

For more information about our company please visit our website at Experience:

Manager