API Customer Experience Professional from INSPYR Solutions
Atlanta, GA 99999
About the Job
Title: API Customer Experience Professional
Location: Atlanta, GA or Minneapolis, MN Preferred (alternate locations: San Francisco CA, Cincinnati OH, Concord CA, Chicago IL, New York NY, Irving TX, or Charlotte NC)
Duration: 7 months+
Compensation: $60.50/hr - $84/hr
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.
Job Description:
The API Customer Experience Manager is responsible for coordinating and driving activities to ensure an optimal experience. From defining the customer's end-to-end journey to managing technical inquiries during their integration with APIs, we're looking for someone with a background in collaborating across business and technical teams to contribute to the success of our API operations services.
The API Customer Experience Manager defines the workflows that will be followed during execution, creates the training materials, and drives system enhancements to improve operating efficiency. Additionally, the API Customer Experience Manager will assist in setting up customer access to our API Products, notifying of events that may affect their API services, and providing technical assistance in our customer-facing environments.
The API Customer Experience Manager will track and monitor the customer requests through completion, while providing excellent service and support. This role must combine excellent organizational skills with an ability to deep dive into technical issues to effectively complete the necessary tasks to ensure success.
ESSENTIAL FUNCTIONS:
1. Oversee the end-to-end customer journey, ensuring that our business customers can integrate seamlessly with APIs.
2. Be the subject matter expert with in-depth knowledge of our API products to quickly facilitate customer inquiries. Inquiries vary from access requests to technical assistance for our API products.
3. Collect customer feedback, provide insights to stakeholders, and find opportunities for continual improvement. Define metrics, run reports, and perform periodic audits to measure performance against best practices.
4. Coordinate with internal teams and vendors to fulfill our customer's inquiries, promoting multi-departmental collaboration between business and technical teams across the enterprise.
5. Communicate events that may cause impact or degraded performance for our API products are proactively communicated to the affected stakeholders.
6. Improve operational processes and the experience, both from an employee and customer viewpoint, and act as a key stakeholder in coordinating this work across all teams to enable an ultimate launch date.
7. Assist with testing and readiness for the launch of the new operational processes, platform features, and API Product enhancements by creating workflows, procedures, and training materials to prepare our API Customer Experience Managers to work with customers.
It is the individual responsibility of every employee to maintain a current awareness and understanding of and to fully comply with "Code of Ethics”. Each employee is expected to maintain an awareness of the laws, regulations, internal policies and procedures that are appropriate for his/her position.
SPECIFICATIONS:
This is a general description which covers all levels/grades of the job. Level/grade assignments are determined by the attached leveling guidelines. Minimum qualifications are outlined below:
• 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 organizational skills.
• Strong influencing and partnership / collaboration skills to drive cross-functional teams.
• Ability to manage multiple highly visible and complex tasks/projects and deadlines simultaneously with limited supervision.
• Ability to quickly learn new skills and processes while also being adaptable to changing requirements.
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications (Jira, Confluence, PowerPoint, SharePoint and ServiceNow experience is a plus). Experience using Microsoft Office applications is required.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Our benefits package includes:
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
Location: Atlanta, GA or Minneapolis, MN Preferred (alternate locations: San Francisco CA, Cincinnati OH, Concord CA, Chicago IL, New York NY, Irving TX, or Charlotte NC)
Duration: 7 months+
Compensation: $60.50/hr - $84/hr
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.
Job Description:
The API Customer Experience Manager is responsible for coordinating and driving activities to ensure an optimal experience. From defining the customer's end-to-end journey to managing technical inquiries during their integration with APIs, we're looking for someone with a background in collaborating across business and technical teams to contribute to the success of our API operations services.
The API Customer Experience Manager defines the workflows that will be followed during execution, creates the training materials, and drives system enhancements to improve operating efficiency. Additionally, the API Customer Experience Manager will assist in setting up customer access to our API Products, notifying of events that may affect their API services, and providing technical assistance in our customer-facing environments.
The API Customer Experience Manager will track and monitor the customer requests through completion, while providing excellent service and support. This role must combine excellent organizational skills with an ability to deep dive into technical issues to effectively complete the necessary tasks to ensure success.
ESSENTIAL FUNCTIONS:
1. Oversee the end-to-end customer journey, ensuring that our business customers can integrate seamlessly with APIs.
2. Be the subject matter expert with in-depth knowledge of our API products to quickly facilitate customer inquiries. Inquiries vary from access requests to technical assistance for our API products.
3. Collect customer feedback, provide insights to stakeholders, and find opportunities for continual improvement. Define metrics, run reports, and perform periodic audits to measure performance against best practices.
4. Coordinate with internal teams and vendors to fulfill our customer's inquiries, promoting multi-departmental collaboration between business and technical teams across the enterprise.
5. Communicate events that may cause impact or degraded performance for our API products are proactively communicated to the affected stakeholders.
6. Improve operational processes and the experience, both from an employee and customer viewpoint, and act as a key stakeholder in coordinating this work across all teams to enable an ultimate launch date.
7. Assist with testing and readiness for the launch of the new operational processes, platform features, and API Product enhancements by creating workflows, procedures, and training materials to prepare our API Customer Experience Managers to work with customers.
It is the individual responsibility of every employee to maintain a current awareness and understanding of and to fully comply with "Code of Ethics”. Each employee is expected to maintain an awareness of the laws, regulations, internal policies and procedures that are appropriate for his/her position.
SPECIFICATIONS:
This is a general description which covers all levels/grades of the job. Level/grade assignments are determined by the attached leveling guidelines. Minimum qualifications are outlined below:
• 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 organizational skills.
• Strong influencing and partnership / collaboration skills to drive cross-functional teams.
• Ability to manage multiple highly visible and complex tasks/projects and deadlines simultaneously with limited supervision.
• Ability to quickly learn new skills and processes while also being adaptable to changing requirements.
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications (Jira, Confluence, PowerPoint, SharePoint and ServiceNow experience is a plus). Experience using Microsoft Office applications is required.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Our benefits package includes:
- Comprehensive medical benefits
- Competitive pay, 401(k)
- Retirement plan
- …and much more!
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
Salary
61 - 84 /hour