About This Role:
As our CX Analyst, or Client Experience Analyst, your role is to ensure that our client’s experience is consistent across all stages and touchpoints of their experience with our company. You will be responsible for tracking the client's journey, being involved in client contact and client feedback, and collaborating across various teams throughout the company to continuously improve the client’s experience and maintain an exceptional brand. The ideal candidate for this role will have a strong drive to gain a holistic understanding of the client’s experience along with the ambition to improve it.

About Manta
Manta is one of the largest online directories in the country. Millions of visitors every month come to Manta.com to search for individual businesses and geographic-specific listings. Consumers use the Manta platform to find local service providers and get their business information such as their address, hours, and phone number.

Business owners come to Manta to claim and customize their page to improve their online visibility and marketability, gain key knowledge vital for success, and find products to help grow and manage their business.

What You Will Love About Us:

• We’re looking for candidates based out of Utah. There are options for remote work, in-office work, or a hybrid schedule!
• Our benefits for full-time and salaried employees include:
• Paid time off, 10 paid holidays, and a paid floating holiday
• Health, dental, orthodontia, vision, EAP, and 401k benefits
• Internet allowance
• HSA company match
• Experience a strong company culture highlighting diversity, equity, and inclusion. We want you to genuinely enjoy your work, and be your authentic self while you do it!
• Career growth opportunities! Gain valuable experience and further your career here at Manta.

A Day in the Life:

• Mapping the client’s journey to identify areas for improvement or gaps in the client's experience.
• Collaborating with various teams within the company to enhance the client’s experience.
• Aligning client experience strategies with our company brand, company goals, and marketing initiatives.
• Interacting with our Client Services department and other client-facing positions to further understand the client’s experience.
• Addressing concerns such as billing, sales, onboarding, etc, and taking proactive steps to alleviate anything that is impeding a positive experience with the company.
• Documenting processes, issues, and customer compliments and complaints.
• Working with the client feedback data. Collecting data and then analyzing the feedback to gain insights that will lead to improvements in CX performance parameters.
• Building strong working relationships with various internal organizations.

What it Takes to Succeed:

• 4+ years experience in a customer experience (CX) or partner support role.
• Experience in gathering and interpreting data.
• An understanding of customer engagement platforms.
• Experience with GSuite, MS Office, CRM, and/or CX software.
• Outstanding communication skills with a client-focused attitude.
• Displays a high level of critical thinking and problem-solving.
• Demonstrates humility and open-mindedness.
• Comes with the ability to exercise tact and strong interpersonal skills.

Other Critical Performance Competencies:

• Empathy and the ability to listen - putting yourself in the client’s shoes to understand the concerns in their experience. Listen unbiasedly in order to gain valuable insight into the client’s experience and perception.
• Collaboration - Collaboration is a key part of our company’s core values and a vital part of this role. You’ll be collaborating with multiple teams and managers throughout the company to ensure any gaps in our client’s experience are addressed.
• Initiative and adaptability - taking the initiative to adapt quickly to changes and make timely decisions to improve the CX.
• Analytical mindset and data management skills- you must be able to interpret the data, extract actionable insights, and communicate findings.

Bonus Points If:

• You have prior project management experience.
• You have past experience working with QA.
• You come with Data Analysis experience.

What You Can Expect:
Your first experience with Manta all starts with your application! We want to make sure you know each step in the process of bringing you on board.

• We use Jobvite for our Applicant Tracking System, so expect to see that platform as you progress through our hiring stages.
• Once you apply, our Talent Acquisition team will review your resume to see if this role is the best fit for your experience.
• Keep an eye on your email for an invitation to complete a video interview (via Jobvite) or an invite to connect with our team (via Zoom or for a quick phone interview).
• Following the interview(s), we’ll connect with you regarding a background check.
• Pending those results, you can expect communication with a decision and possibly an offer!

If you have any questions throughout the process, please feel free to reach out to our Talent Acquisition Team. We’re looking forward to getting to know you!

Manta provides each employee with a laptop, monitor, keyboard, mouse, and other position-required equipment.