Customer Experience Manager (OEM Infrastructure)

Celestica is a technology leader dedicated to driving customer success and market advancements. As the Customer Experience Manager (CXM), you will champion customer engagement and lifecycle support, working closely with various teams to enhance customer experience and loyalty.

Responsibilities:

• Customer Journey Mapping & Optimization: Map the end-to-end customer journey—from order configuration and procurement to installation of switches/servers and post-sales support—to identify and eliminate friction points
• Voice of the Customer (VoC): Lead the collection and analysis of customer feedback through NPS (Net Promoter Score), CSAT (Customer Satisfaction), and direct interviews to identify actionable insights
• Cross-Functional Collaboration: Act as the internal voice of the customer, partnering with Product Management, Technical Support, and Supply Chain to resolve complex, recurring issues and improve product reliability
• Strategic Relationship Management: Engage with high-value enterprise customers to understand their specific infrastructure needs, serving as a strategic partner to ensure they achieve maximum value from their investments
• Escalation Management: Guide teams in effective, proactive resolution of critical customer issues, acting as the final point of escalation to maintain trust
• Performance Tracking: Define and monitor key performance indicators (KPIs) related to customer experience, reporting regularly on trends and improvements to senior leadership

Requirements:

• 5+ years of experience in customer success, customer experience, or account management, preferably within a B2B technology or hardware OEM environment
• Understanding of enterprise IT infrastructure (servers, storage, networking switches) is highly desirable
• Strong proficiency in CRM tools (e.g., Salesforce) and experience analyzing qualitative and quantitative data to drive decision-making
• Exceptional verbal and written communication skills, with the ability to influence cross-functional teams
• Bachelor's degree in Business, Marketing, IT, or a related field