Position Summary 

As a CEM, you will drive the tactical success of Lexicon customers, taking responsibility for the complete post-sales lifecycle of your portfolio from onboarding and project execution to ongoing support services. Through your partnership, customers will derive maximum value from their investments using Lexicon services, leading to project success, retention, and renewal.

The Mission of the Customer Experience team is to increase sustainable proven value for both our Customers and Lexicon. The Customer Experience Team consists of Customer Experience Managers (CEM), Customer Success Managers (CSM) and Customer Success Analysts (CSAs). CSM and CSA support multiple customers in the Lexicon portfolio. CSMs and CSAs may support CEMs on the same Customer Account; CEMs, CSMs, and CSAs report to the Vice President of Operations.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Run Customer Success Playbook(s).
• Drive issue resolution for customers across all of our services
• Track and monitor account health: concerns expressed via NPS surveys, the possibility of churn, and the creation of effective corrective actions.
• Conduct formal Repair Engine (Lexicon proprietary asset management software) training for Customer end-users.
•  Be a Subject Matter Expert fully understanding your customer’s SOW, guarantee service level metrics are adhered to, and ensure all penalties and credits are followed from a revenue assurance perspective.

•  Use data analysis skills to measure quantifiable success metrics for your portfolio of customers.

• Conduct Quarterly Business Reviews with Customers.
• Identify new opportunities within the Customer’s mobility ecosystem.
•  Advocate customer needs/issues cross-departmentally.
• Address high-severity requests or issue escalations with speed and efficiency.
• Connect with Customers by exhibiting empathy, listening actively, presenting in an engaging manner, and communicating effectively.

Minimum Qualifications (Knowledge, Skills, and Abilities)

•  3+ years of sales business development, customer success, or account management experience.

• Experience with Salesforce or other Force.com platforms.

• Analytical and logical ability to understand business workflows and how they map to Lexicon services.

• Project management experiences is a plus.

• Based in Conyers, GA Headquarters

• 15% travel

• Thrive in a multi-tasking environment and ability to adjust priorities on-the-fly.

• Strong team player but still a self-starter.

• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks.

• Ability to multitask and prioritize.

• Proficiency in Microsoft Office, advanced Excel skills

• Customer-orientated approach.