Customer Experience Manager I

Stord is the leading commerce enablement provider of fulfillment services and technology that powers seamless checkout and delivery experiences for high-volume mid-market and enterprise brands across all channels. Stord manages over $5 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. With Stord, brands can sell more, save money, and reduce headaches.

With Stord, brands can increase cart conversion, improve unit economics, and drive customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, Native, Tula, American Giant, and more trust Stord to make their supply chains a competitive advantage. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, and Salesforce Ventures.

As a Customer Experience Manager I, you will serve as the primary liaison between customers and internal teams, including operations, IT, and finance. Your role will focus on understanding client service needs, ensuring smooth execution of service solutions, and optimizing customer experience. By collaborating with cross-functional teams, you will drive operational efficiency, support business transformation efforts, and maintain financial accuracy. Your ability to identify growth opportunities and provide strategic insights will be essential in enhancing service outcomes and fostering long-term customer relationships.

What You'll Do: 

• Act as the main point of contact between customers and internal teams to address service needs and ensure business alignment.

• Identify and communicate client service requirements to cross-functional teams, ensuring effective execution and adherence to SLAs.

• Oversee the management and implementation of complex service solutions to ensure seamless customer program execution.

• Partner with account leadership on business transformation efforts to enhance service processes, operational efficiency, and financial performance.

• Lead and coordinate customer business reviews, offering strategic insights and recommendations for service improvement.

• Audit customer invoices, track outstanding accounts receivable (A/R), and facilitate timely issue resolution for financial accuracy.

• Maintain comprehensive documentation, including meeting notes and action items, to drive account performance and issue resolution.

• Collaborate with management to identify and convert growth opportunities into tangible results.

What You'll Need:

• Proven experience in customer experience, account management, or a related field.

• Strong ability to manage multiple priorities and complex service solutions in a fast-paced environment.

• Excellent communication and relationship-building skills to work effectively with internal and external stakeholders.

• Analytical mindset with attention to detail and problem-solving capabilities.

• Experience with financial processes, including auditing invoices and managing accounts receivable.

• Ability to lead customer business reviews and provide strategic recommendations.

Bonus Points:

• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.

• Familiarity with service-level agreements (SLAs) and operational metrics.

• Background in business transformation initiatives or process optimization.

• Proficiency in CRM or customer service management tools.