Customer Experience Manager

Role Overview

• Develops trusted customer relationship demonstrating executive presence.
• Evaluates and analyses customer needs.
• Drives the Adopt, Expand, and Renew motions of the LAER model with Sales and Service Sales.
• Builds trust and transparency with customers, promoting customer loyalty.
• Partners with account team to support business development efforts.
• Responsible for navigating the customer’s onboarding journey.
• Works with NaaS Ops team to facilitate monthly billing.
• Hosts Monthly meetings and QBRs When MSM not assigned, deliver operational review content.
• Obtaining customer feedback through meetings and periodic CSAT and NPS surveys.
• Identifies and Tracks Continuous Service Improvement (CSI) activities.
• Partner with MSM (if assigned) to ensure SLA/SLO and KPIs are being achieved.

Requirements

• Advanced University degree or equivalent experience.
• 7+ years experience in relevant technologies and customer environments.
• Excellent verbal and written English and Spanish communication skills.
• Customer success management experience
• Advanced networking experience
• Experience in Managed services

Benefits

• Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
• Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs.