Customer Experience Manager

Position Overview

The Customer Experience Manager is responsible for managing and nurturing relationships with strategic enterprise customers, ensuring high levels of customer satisfaction, loyalty, and program success. This role focuses on driving the development, execution, and sustainability of customer experience projects and programs. The position demands strong leadership and operational execution skills to manage assigned enterprise accounts deployments.

The Customer Experience Manager will act as the primary liaison between internal teams and customers, ensuring smooth onboarding, efficient program management, and continuous improvement in service delivery. The ideal candidate is a proactive problem-solver, a skilled communicator, and a leader with a proven track record of delivering exceptional customer experiences in complex environments.

Responsibilities and Duties

Program Deployment & Transition Management

Oversee the successful deployment of major programs worth $250K+ and multi-site projects by:

• Managing end-to-end transition processes, including asset list refinement, user identification, and training.
• Establishing contracts, service models, and Key Performance Indicators (KPIs) tailored to customer needs.
• Configuring internal systems like CERDAAC to ensure operational efficiency and accurate reporting.
• Gaining approval on program health metrics and ensuring alignment with customer expectations.
• Anticipate and address challenges during program rollouts to ensure timely and seamless transitions.

Customer Engagement & Relationship Management

• Develop and sustain strong relationships with enterprise customers to foster trust, loyalty, and long-term partnerships.
• Conduct regular Program Health Meetings for high-value accounts, ensuring alignment on objectives and delivering high-quality presentations and actionable follow-ups.
• Act as the customer's voice within the organization, advocating for their needs and delivering solutions that enhance satisfaction and retention.

Leadership & Training Development

• Mentor and develop the skills of Customer Service Representatives (CSRs), ensuring high performance and alignment with organizational goals.
• Lead the design and execution of CSR training programs, career development initiatives, and communication strategies to foster a customer-focused culture.

Data Analysis & Reporting

• Conduct in-depth analysis of program performance data to identify trends, opportunities, and areas for improvement.
• Produce comprehensive internal reports and business reviews to inform strategic decision-making and enhance customer outcomes.

Customer-Centric Initiatives and Process Improvement

• Identify areas for improvement in customer engagement processes and implement innovative solutions to drive efficiency and scalability.
• Collaborate with cross-functional teams to troubleshoot issues and develop solutions that enhance the overall customer experience.
• Lead efforts to identify and implement best practices for customer engagement, onboarding, and long-term account management.

Qualifications

• Minimum of 5 years in program management, customer service, or sales, preferably in industries such as test equipment, medical devices, electronics, or technical services.
• Proven track record of managing large-scale programs and delivering measurable results in customer satisfaction and retention.

Skills

• Strong project management expertise with the ability to lead cross-functional teams.
• Exceptional interpersonal and communication skills, both written and verbal, to effectively engage with customers and internal stakeholders.
• Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and experience with data analysis tools.
• High level of judgment and decision-making skills to handle complex tasks and resolve critical issues.
• Change management skills, with the ability to lead and adapt processes to meet evolving customer and organizational needs.

Education & Certifications:

• Bachelor's degree in Business Administration, Management, or a related field is preferred. Commensurate experience in a related field can be a substitute.
• Relevant certifications in project management (e.g., PMP) or customer experience (e.g., CCXP) are preferred but not essential. Certifications or experience in a related field or subject can be a substitute.

Physical Demands

• Requires sitting for extended periods of time. Occasional standing and bending are required, as is repetitive computer work required.

Working Environment

• Work primarily from a company office or remote/home office setup, with a requirement to travel as necessary.
• Travel includes up to 25% overnight stays for strategic account meetings, program implementations, and training sessions.
• Physical demands include extended periods of sitting, frequent use of computers, and occasional standing or bending as needed.