Customer Experience Manager

Caylent is a cloud native services company that helps organizations leverage technology using Amazon Web Services (AWS). They are seeking a detail-oriented Customer Experience (CX) Manager to drive customer satisfaction initiatives through data collection, analysis, and strategic reporting, ultimately translating customer feedback into actionable insights to enhance satisfaction and loyalty.

Responsibilities:

• Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders
• Manage survey collection through various channels including live meetings, email and project team collected responses
• Ensure consistent data collection processes and maintain high response rates
• Analyze quantitative metrics (CSAT, NPS) to identify trends, patterns, and areas of concern
• Review and categorize qualitative customer feedback to identify recurring themes and pain points
• Synthesize complex customer data into clear, actionable recommendations
• Track metrics against customer experience benchmarks and goals
• Create comprehensive reports and dashboards that communicate customer sentiment to leadership
• Present findings and recommendations to executives, department heads, and cross-functional teams
• Develop compelling narratives that connect customer feedback to business impact
• Facilitate customer experience review meetings with organizational leaders

Requirements:

• 3+ years experience in a customer experience role, professional services, or customers relationship management
• Strong analytical skills with experience in statistical analysis and reporting
• Excellent written and verbal communication skills
• Experience presenting to senior leadership and stakeholders
• Excellent time management with the ability to prioritize tasks and manage engagement coverage workload
• Enthusiasm for working in a startup environment and the desire to engage with cross-functional departments
• Experience with CRM systems and customer feedback management platforms
• Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools
• Knowledge of customer experience methodologies and best practices
• Working knowledge of AWS cloud offerings and solutions
• Knowledge and understanding of cloud industry trends and new technologies
• Data analytics basics; viewing customer feedback data and proposing process changes
• Entry or mid-level cloud certification, e.g. AWS Cloud Practitioner