Customer Experience Manager

Hexagon Agility is the leading global provider of highly engineered and cost-effective compressed natural gas, liquid natural gas fuel systems and Type 4 composite cylinders for medium- and heavy-duty commercial vehicles. Our solutions enable the safe and effective use of natural gas as a transportation fuel. These clean fuels reduce greenhouse gas and other air emissions and save money for fleet operators and their customers. Hexagon Agility is the most recognized brand for performance, reliability, durability, and safety of our fuel systems as well as our engineering capabilities and superior end-to-end customer service.

We are currently seeking a Customer Experience Manager - FleetCare. This position will be based in our Salisbury, NC office with some travel requirements.

Overview

The customer experience manager is a dedicated professional responsible for overseeing and enhancing the overall experience that customers have with FleetCare which is our aftermarket service and support group. The primary purpose is to ensure that every touchpoint along the customer journey is optimized to meet or exceed customer expectations, ultimately driving customer satisfaction and loyalty. This position is also responsible for the management and administration of the FleetCare partner program.

Responsibilities

General

• Work cross functionally with various customer support functions within Hexagon Agility to support improved communication, resolve open issues as necessary to enhance the customer service experience
• Contribute to the growth of FleetCare by identifying areas for customer service improvement, refining processes, and enhancing FleetCare brand reputation through exceptional customer interactions
• Play a pivotal role in helping FleetCare succeed by implementing customer-centric strategies and initiatives
• Work closely with leadership and stakeholders to develop and implement effective customer management strategies aligned with the FleetCare service model goals and objectives
• Focus on building and nurturing customer loyalty by designing and executing initiatives that enhance the overall customer experience, fostering repeat business and customer advocacy
• Utilize various tools and technologies, such as customer feedback platforms, analytics software, and customer relationship management (CRM) systems, to monitor customer interactions, gather insights, and identify areas for improvement.

Service Partner Program

• Lead overall administration of program
• Coordinate market study analysis to determine optimum support partners and preferred locations
• Lead partner on-boarding activities including the development of proposal packages, agreement templates and registrations, renewals, and terminations
• Lead partner performance oversight and reports necessary for partner performance tracking
• Coordinate activities related to partner improvement and/or replacement of poor performing ASPs with sales and operations

Other

• Provide general administrative support for the commercial team
• Coordinate commercial business review meetings and materials
• Build and maintain commercial presentation materials

Knowledge, Skills and Abilities

• Customer-centric mindset
• Must possess strong problem-solving skills to identify issues, devise innovative solutions, and navigate complex customer-related challenges
• Clear and empathetic communication ability to address customer needs and align strategies
• Analytical skills to interpret customer data and feedback, identify patterns, and extract insights that inform decision-making and drive improvements in the customer experience
• Demonstrated ability to manage time and prioritize projects to meet deadlines
• Strong written and verbal communication skills to effectively relate data
• Data driven decision making
• Adaptability to respond the changing customer and market demands
• Excellent critical thinking skills to breakdown and solve complex problems
• Self-starter, finds issues independently and recommends action
• Desire to learn and grow with the business
• Positive attitude in a challenging work environment
• Ability to prepare and to professionally give presentations to group audiences
• Excellent time management and organizational skills to maximize effectiveness

Credentials and Experience

• 3-5 years of relevant work experience in relevant service sector
• Experience in account management
• Proficient in MS Office 365, including Excel, Word, PowerPoint, Teams
• Intermediate computer skills to include IFS, Word, PowerPoint, Excel

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to risk of electrical shock or flammable mixtures
• The noise level in the work environment is usually moderate

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool, as necessary.

Disclaimer

The above statements are intended to indicate the general nature and level of work performed by employees within this position. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job.

Agility Fuel Solutions is an equal opportunity and affirmative action employer and ensures that all qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, national origin, disability or veteran status.