Customer Experience Manager

Your Job

i360 is seeking a Customer Experience Manager to help ensure customers have exceptional experience throughout our entire platform and suite of tools.

This role combines strategy, process improvement, and hands-on management of customer interactions to improve how customers interact with i360.

This includes leading the development of our education and training content we leverage for our clients and internal teams among other key initiatives focused on improving how customers interact with our products.

The ideal candidate is someone who has experience and a passion for delivering high-quality experiences to customers for SaaS technology through a multi-channel approach.

Our Team

i360 is the leading data and technology provider for the pro-free market political and advocacy community.

Located in the Washington, DC, area, i360 builds solutions central to how issue advocacy groups and political campaigns use data and technology.

As a result, our company sits at the center of driving voter engagement in the upcoming campaign cycle and beyond.

We value teammates with strong communication skills, a passion for leveraging front-end technologies to create user-friendly applications, and a desire to see their work significantly impact and empower people to participate in the political process.

What You Will Do


* Developing and executing a strategy around how to drive industry leading customer experience


* Own and manage i360's existing help and training centers including existing content, delivery, organization, and site design


* Develop support materials and fill in necessary gaps including knowledge articles, how-to content, frequently asked questions among other product help content


* Identify high-impact needs or opportunities for video content to help drive scalable training


* Manage and expand i360's existing online certification program


* Work closely with our software capability to product knowledge is disseminated effectively particularly pertaining to new releases or product launches


* Develop knowledge systems to ensure timely and efficient communication both internally and externally


* Collaborate closely with the Accounts teams to provide an industry leading onboarding experience

Who You Are (Basic Qualifications)


* Experience collaborating and communicating with both internal teams and external partners or stakeholders to achieve work objectives


* Microsoft Office 365 tools experience


* Experience managing a LMS or customer-facing training software


* Experience designing and structuring in-depth support materials such as knowledge articles, how-to guides, FAQs, and other product help content to address identified information gaps


* Experience identifying customer knowledge gaps or pain points and proactively resolving them through effective use of available tools and resources.


* Experience communicating complex topics and instructions through strong writt...