API Customer Experience Professional - Horizontal Talent

Our client is seeking an API Customer Experience Professional to join their dynamic team. This role is perfect for a customer service leader who is passionate about the customer journey and excels in coordinating complex, multi-department operational processes. If you are tech-savvy and proactive in solving immediate problems and innovating to prevent future challenges, this role is for you.

As an API Customer Experience Professional, you will be responsible for coordinating and driving activities to ensure an optimal customer experience. This includes defining the customer's end-to-end journey, managing technical inquiries during their integration with our client's APIs, and collaborating across business and technical teams to contribute to the success of our API operations services.

Key Responsibilities:
- Oversight of the end-to-end customer journey, ensuring seamless integration with our client's APIs.
- Becoming the subject matter expert with in-depth knowledge of our API products to quickly facilitate customer inquiries.
- Collecting customer feedback, providing insights to stakeholders, and finding opportunities for continual improvement.
- Defining metrics, running reports, and performing periodic audits to measure performance against best practices.
- Coordinating with internal teams and vendors to fulfill customer inquiries, promoting multi-departmental collaboration.
- Communicating events that may impact or degrade performance for our API products to the affected stakeholders.
- Assisting with testing and readiness for the launch of new operational processes, platform features, and API Product enhancements.

Basic Qualifications:
- Bachelor's degree, or equivalent work experience.
- Positive, team-oriented attitude.
- Strong verbal and written communication skills.
- High attention to detail, information design, and visual presentation.
- Strong influencing and partnership skills to drive cross-functional teams.
- Ability to manage multiple highly visible and complex tasks/projects and deadlines simultaneously with limited supervision.
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications.

Preferred Qualifications:
- Strong understanding of ITSM and AGILE methodologies.
- 2+ years customer-facing support for API products or experience working with APIs from a technical standpoint.
- 1-2 years of experience defining product backlog for system enhancements and defects.
- 1 year of process improvement implementation and/or training.
- 1-2 years of technical writing and/or communications experience.
- 1 year of experience documenting and utilizing ticketing systems such as JIRA, Zendesk, or Service-Now.

This role is primarily focused on launch readiness. We often update our API products and services, and we need to ensure we do this with intention so that we are setting our team up to be successful. If you are ready to contribute to a team that values collaboration, innovation, and customer satisfaction, apply today.

Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments.  For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $37 - $72 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location. 

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact us. All applicants applying must be legally authorized to work in the country of employment.

PandoLogic. Keywords: Customer Service Manager, Location: Minneapolis, MN - 55405 , PL: 595611835