Customer experience manager Jobs in Daly City, CA

Position at RPX

RPX Corporation is the leading global provider of services that prevent and resolve patent disputes. Serving more than 250 leading companies worldwide from the technology, financial services, automotive, manufacturing, energy, and other industries, RPX's solutions are based on aggregation of information and funds that impact its membership. Since inception in 2008, it has resolved more than 1,000 patent disputes saving its members more than $7 billion in avoided costs. To learn more about RPX services, please visit us at www.rpxcorp.com.

In 2024, RPX launched a powerful and fully integrated patent intelligence platform : RPX Empower. Empower comprises of various modules that help patent professionals efficiently analyze patent portfolios, assignees, and technology areas, access exclusive content and analytics to help with patent portfolio management, litigation strategy, and track inbound and outbound license rights. To learn more about RPX Empower, please visit empower.rpxcorp.com.

Since its launch, Empower has generated extremely strong interest among corporations, law firms, and service providers across various sizes and industries. We are now looking to quickly grow our subscriber base and emerge as a leading enterprise software solution provider in the patent space.

What you can expect as a Customer Experience Associate :

You will be the liaison between the Empower team and our subscribers. Your primary responsibility will be to build and sustain strong, lasting relationships with our subscribers to ensure their success, satisfaction, and loyalty to our brand. You will report to the Vice President of Product Management.

In this role, you will :

• Own key customer success metrics including product adoption, retention rate, net promoter score (NPS), expansion etc. Regularly report on these KPIs and work closely with internal teams to continually optimize our customers' experience and outcomes.
• Collaborate with the Empower business development team and conduct pre-sales demos for prospects across a wide variety of market segments
• Onboard and train new customers, ensuring that they can utilize our offerings effectively and gain value swiftly
• Conduct presentations, webinars, and lead one-on-one as well as group training sessions. Record and publish video tutorials and other documentation on new and existing features
• Foster excellent relationships with customers to maintain high customer satisfaction and retention
• Act as the customer advocate, collaborate with product development teams to improve the overall customer experience and satisfaction
• Synthesize client insights into actionable requirements to help shape the product roadmap, and help test pre-release features to ensure high quality
• Serve as the main contact point for any customer issues or conflicts, and work towards an amicable resolution
• Pinpoint opportunities for documenting and sharing success stories, case studies, or testimonials
• Create product marketing content including new feature announcements, email campaigns, social media posts, and collateral for industry events
• Travel occasionally to exhibit and present at conferences and evangelize the product platform

Minimum Qualifications :

Interested in learning more about us?

In compliance with CA Pay Transparency, the RPX base salary range for this position is $85,000 to $160,000 with a target budgeted salary of $110,000 to $120,000 depending on skills and experience. In addition to base salary, we offer an annual bonus opportunity and comprehensive benefits and perks, including group health coverage, company HSA contribution, 401(k) matching, medical disability and family leave benefits, fitness reimbursement, community service days, charitable donation matching, and more, as well as the option to work remotely or from our beautiful San Francisco office.

At RPX, we value diversity. Our differences unlock our strengths. We embrace diversity of thought and background to foster opportunities for innovation and collaboration. We're committed to creating an inclusive environment of mutual respect, humility and empathy where authenticity is welcomed, and all people are supported. Uplifting each other enhances the well-being of our communities as well as the success of our company. By encouraging everyone to speak, and listening carefully to every voice, we're better equipped to understand our clients' increasingly diverse needs and deliver solutions to their most complex problems.

RPX is an equal opportunity employer.

We will make reasonable accommodations to enable any qualified individual with a disability to participate in the job application and interview process, to perform the essential functions of the relevant position, and to enjoy equal benefits and privileges of employment as those enjoyed by similarly-situated employees without disabilities. If you require a reasonable accommodation, please notify RPX HR.