Customer Experience Manager

Crane Payment Innovations (CPI) makes the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide.Have you ever used the self-checkout in a Wal-Mart, Target or Home Depot? Played the slots at an MGM Casino? Maybe you grabbed a drink from a vending machine or paid to park your car. If your answer is a resounding “YES”, then you’ve done so with the aid of one of the 10 million devices installed by CPI. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business-management software.

At CPI you will become a valuable part of our culture of inclusion and collaboration, working in partnership with more than 2,500 global associates supporting 110 countries. We want you to make a global impact by joining us as a full-time Customer Experience Manager.

About The Role

As a Customer Experience Manager, 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 on-board 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 our 3rd party service expansion initiative, 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 first 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.
  
  
  

Ideal Canidate Profile

Qualifications and Requirements

• 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 sell service contracts
• Business acumen and technical understanding of payment systems and technologies.
  
  
  

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 Cpi Offers

• 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
  
  
  

Sound interesting? Come see why we are OneCPI!

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.

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