[Remote] Customer Experience Program Manager

Note: The job is a remote job and is open to candidates in USA. Assembly Software is a SaaS company that provides case management software for personal injury law firms. The Customer Experience Program Manager coordinates Customer Success, Customer Support, and Professional Services, manages escalations and cross-functional prioritization, runs the CSAT and NPS programs, oversees implementation and training logistics, and maintains the systems that provide visibility across these activities.

Responsibilities

• When an escalation needs to move, you're the one who makes sure it actually does
• When Support, Success, and Professional Services each show up to Product with a different list of what matters most, you're the one who turns three lists into one that Product can actually act on
• You'll run the CSAT and NPS program end to end, keep implementation and training logistics running on schedule, and own the systems that make all of this visible

Benefits

• Fully remote company; work from wherever you do your best work
• Medical, dental, and vision plans
• Short and long term disability coverage
• Supplemental insurance options
• 401(k)
• Flexible time off
• Paid parental leave
• An Employee Assistance Program
• Recognition and rewards for great work

Company Overview

Company H1B Sponsorship