{"id":509510,"url":"https://alion.io/job/babelstreet-customer-experience-manager","title":"Customer Experience Manager","company":{"id":34878,"name":"Babel Street","domain":"babelstreet.com","url":"https://alion.io/company/babelstreet","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Somerville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":68000,"currency":"USD","period":"year","gross":null,"usd_annual":68000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ElasticSearch","optional":false},{"name":"Python","optional":false},{"name":"Salesforce","optional":false}],"status":"closed","first_seen_at":"2026-08-20T13:48:15Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-11-06T00:12:37Z","board_verified":false,"closed_at":"2026-11-06T00:12:37Z","days_open":77,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":77},"description":"Babel Street is the trusted technology partner for the world’s most advanced identity intelligence and risk operations. We deliver advanced AI and data analytics solutions providingunmatched, analysis-ready data regardless of language, proactive risk identification, 360-degree insights, high-speed automation, and seamless integration into existing systems. Babel Streetempowersgovernment and commercial organizations to transform high-stakes identity and risk operations into a strategic advantage. The actionable insights we deliver safeguard lives and protect critical assets around the world. Babel Street is headquartered in Reston, Virginia, with regionaloffices in Boston, MAand Cleveland, OH, and internationaloffices in Australia, Canada, Israel, Japan, and the U.K. For more information, visit www.babelstreet.com. \nAbout the role:\nA Customer Experience Manager seeks to deliver a positive customer experience and assist with customer retention along with exploring opportunities for growth. In this role you will be responsible for providing frontline support to Babel Street customers globally and working with our revenue team to ensure customers achieve outcomes they desire from utilization of our products and services. This is a hybrid role that will be based out of our Somerville, MA office.\nAdditionally, you will be a primary point of contact for key customers and will be responsible for building and maintaining strong relationships with them. You will identify and communicate customer needs and concerns to relevant teams within the organization, and work with cross-functional teams to resolve customer issues and identify solutions. You will also collaborate with the customer success, product, marketing, and development teams to develop and deliver customer success resources and materials and assist with onboarding and training new customers. You will need to work across teams to solve issues reported by our customers. \nWhat you will do: \nAssist customers in maximizing their value and success with Babel Street products starting with the initial onboarding phase and continuing throughout the entire customer lifecycle \nHands on support engineer providing L1 support via CRM, email, and phone with cross-functional teams to resolve customer issues and identify solutions \nDevelop deep understanding of customers’ business to advocate for customers in product planning and development \nCollaborate with Sales Team to identify and coordinate opportunities for expansion, growth, and potential partnerships to grow the business\nOptimize existing processes within the company and actively enhance all Customer Success initiatives\nMeasuring and tracking customer satisfaction and success metrics\nIdentify and communicate customer needs and concerns to relevant teams within the organization\nAssist with Configuration/setup, onboarding and training for new customers\nContribute to the development and continuous improvement of customer success processes and systems \nWhat you will bring:\nBachelor's degree in a relevant field (Business, Computer Engineering, Customer Experience Management) \n1+ years of experience in a customer support or customer-facing role \nStrong communication and interpersonal skills\nStrong problem-solving and critical thinking skills\nA desire to learn new skills and take on challenges\nPreferred technical knowledge of api, elasticsearch, python, etc.\nAvailable for some evening / weekend coverage\nAbility to build and maintain relationships with customers\nAbility to work effectively with cross-functional teams\nCustomer-centric focus - willing to go the extra mile to help our customers\nExperience with customer feedback or survey tools (GetFeedback)\nExperience with customer relationship management (CRM) software (Salesforce)\nSome understanding of the Agile Software Development Lifecycle \nBenefits at Babel Street (just to name a few...)\nHealth Benefits: Babel Street covers 85-100% monthly premium costs for Medical, Dental, Vision, Life & Disability insurances - for you and your family!\nRetirement Plans: Babel Street offers both a Traditional and Roth 401(K) with a very competitive match.\nUnlimited Flexible Leave: We trust our employees to manage their own time and balance their personal and work lives.\nHolidays: Babel Street provides employees with 12 paid Federal Holidays\nTuition Reimbursement: We are committed to investing in our employees. One way we do that is with our Tuition Reimbursement Program for continuing education.\n\nBabel Street is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Further, Babel Street will not discriminate against applicants for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-worker, Pay Transparency Nondiscrimination. In addition, Babel Street's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request, we will provide you with more information about such accommodations.\nRange for this position based on qualifications and experience\n$60,000—$68,000 USD","description_format":"text","description_chars":5436,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Natural Language Processing","Threat Intelligence","Intelligence"],"lifecycle":[{"event":"open","at":"2026-09-07T13:59:16Z"},{"event":"close","at":"2026-11-06T00:12:37Z"}],"visa":[],"liveness":null,"pay":{"stated_usd_annual":68000,"is_top_pay":true},"html_url":"https://alion.io/job/babelstreet-customer-experience-manager","json_url":"https://alion.io/job/babelstreet-customer-experience-manager.json","meta":{"generated_at":"2026-11-08T12:32:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26643,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":34878},"rest":"https://alion.io/mcp/rest/get_company?id=34878"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbabelstreet-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbabelstreet-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbabelstreet-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/babelstreet-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbabelstreet-customer-experience-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":509510}},{"tool":"search_jobs","arguments":{"company":"babelstreet.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":509510},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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