Job Description:

Senior Customer Experience Manager

US--

Job ID: 2024-6808
Type: Regular Full-Time
# of Openings: 1
Category: CUSTOMER SUCCESS
Remote - United States

Overview

NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients. We’re a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work’ with an 80+ Employee Net Promoter Score (eNPS).

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.

Responsibilities

Role Overview

The Senior Customer Experience Manager role is responsible for overseeing delivery of services across their assigned portfolio. This role oversees end-to-end contract deliverables for strategic and enterprise customers. This role will include peer mentorship within the Customer Experience organization.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Developing a relationship with the customer as a trusted advisor
• Drive user adoption of NWNC’s Experience Management Platform across the lifecycle of our core service offerings Be the bridge and remove friction between internal teams, 3rd party vendor and the customer to delight them out offerings.
• Partner with clients and ensure they are maximizing our offerings to meet their business goals/objectives.
• Proactively manage customer experience across the lifecycle of our core offerings
• Accurately forecast, track and report on all recurring service-based customer engagements across our core offerings
• Ensure proactive, timely and professional communications with customers throughout the managed solutions lifecycle.
• Ensure all offerings are delivered according to the outcomes and metrics defined in the value-based customer engagement process.
• Proactively advocate for customers across the entire NWN organization
• Accountable for successfully delivering our core offerings with quality and consistency.
• Agile delivery of enhancements as needed.
• Strive for continuously improve and showcase to the customer.
• Subject Matter expert for Customer Success
• Aid in peer-interviewing, CEM onboarding, and mentoring other Customer Experience Managers
• Lead corporate objectives and key results.
• Responsible for driving successful monthly contracted service review meetings with clients, in concert with NWN Carousel’s sales team, project team members and other cross functional team members as applicable.
• Responsible for driving successful Executive Business Review meetings with your client’s senior leadership teams in concert with NWN Carousel’s sales team, project team members and other cross functional team members as applicable. Demonstrating the value, the customer is deriving from our offerings.
• Other responsibilities as assigned.

Additional job responsibilities include, but are not limited to:

• Work collaboratively with technical delivery teams to resolve problems.
• Subject Matter Expert (SME) for Customer Success.
• Aid in onboarding and/or mentoring other Customer Experience Managers.
• Lead corporate objectives and key results.
• Other responsibilities as assigned.
• Required travel Occasionally
• Occasional after-hours support
• Remote work with some office time

Qualifications

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• Minimum of seven years of experience in an operations management or engagement management role
• Possess strong organizational skills.
• Familiarity of call flows can interpret network designs, basic Cisco routing, switching and hosted collaboration required.
• Must have the ability to develop and execute efficient and repeatable business processes.
• Excellent communication skills, both written and oral.
• Ability to effectively prioritize initiatives.
• Possesses strategic thinking skills with the ability to bring forth those ideas and put them into motion, driving them to completion.
• Comfortable, poised, and affable with engineering, senior level executives, including NWN management.

The following qualifications are ideal, but not required:

• Proficiency in Service Now Product Suite
• Education - Undergraduate degree or equivalent work experience
• ITIL Foundation Certification
• Cisco Customer Success Manger certification
• Vendor Management

At NWN Carousel, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN Carousel are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

At NWN Carousel, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN Carousel are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

Equal Opportunity Employer, including disability/protected veterans

PI254040240

Salary: $95,000.00

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