Job Description

The CX Project Manager (Solutions Engineer) develops and implements customer experience strategies, which can involve: Reviewing and pulling insights from analytics and data. Implementing change that anticipates and addresses customer questions, needs, and complaints. Segmenting customers and audiences into meaningful groups. This person will be instrumental in developing a highly detailed client journey and survey strategy to create a best in class Client Experience. The CX Solutions Engineer will work with various departments including IT, Operations and Product to develop and implement solutions to improve the customers experience. Additionally, the CX Solutions Engineer researches advanced technology regarding best practices in the field and seeks to find cost-effective solutions. The Solutions Engineer reports to the Vice President – Client Experience.

PRIMARY RESPONSIBILITIES

1. Seeks solutions to problems. Conducts the necessary research and makes recommendations to the Vice President of the department to increase process and efficiencies.
2. Meticulously detailed in all aspects of the deliverables.
3. Builds and maintains special projects boards from beginning to execution.
4. Organizes, leads, and helps execute department and company projects.
5. Ensures the scope of projects fit the budget and the staff complete each phase of the project within the schedule timeline.
6. Monitors programs and procedures to ensure on-time delivery, customer satisfaction and the effective and efficient operation of the department.
7. Provides feedback to Coaching Services International regarding Coach process and performance.

EDUCATION AND/OR EXPERIENCE

Bachelor’s degree or equivalent experience

Plus three to five years’ CX experience with a demonstrated record of high performance team development, special projects and goal achievement

OTHER SKILLS AND ABILITIES

• Must demonstrate a strong work ethic with a whatever it takes attitude towards execution
• Must be able to manage, organize and update relevant data using CRM software system (Salesforce) and Survey software (Getfeedback)
• Must possess excellent leadership and organizational skills with several years of experience
• Experience managing people in a rapidly expanding, fast-paced, results driven environment
• Experience collaborating with technical groups to resolve customer issues in a timely manner
• Communicate and engage employees and peers to create a great place to work
• Build and maintain Asana project boards to project completion
• Strong Project Management skills

Tom Ferry international participates in E-Verify.

Tom Ferry International is an EEO.

All offers are contingent upon successful completion of background check and drug testing.

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Company Description

We are a fun team who thrives on driving business growth through best-in-class marketing initiatives. Tom Ferry International is the #1 coaching and events company in real estate. Tom's charismatic style of coaching and his commitment to bringing out the best in people has earned him numerous glowing comparisons to Tony Robbins and Gary Vaynerchuk. The office lives on a high-energy culture based on personal and professional development for all employees, coaches and members. Our services have benefited the success of countless real estate professional throughout the world.