Customer Experience Manager

GigXR is a leading provider of immersive learning solutions, specializing in transforming healthcare and educational training through cutting-edge augmented reality and AI powered applications. They are seeking a Customer Experience Manager to ensure clients have exceptional experiences with their immersive learning solutions by creating engagement strategies and managing customer support interactions.

Responsibilities:

• Serve as the primary point of contact for customers, addressing inquiries, concerns, and feedback
• Develop and maintain strong working relationships with the sales teams, product managers, and other teams while acting as a strong customer advocate
• Oversee Customer Success lifecycle processes to ensure assigned accounts have positive experiences and achieve desired outcomes with GigXR products and services
• Drive key metrics related to product implementations, including customer health, renewal rates, expansion opportunities, and engagement data
• Collaborate with the product teams to conduct research and identify customer pain points to develop hypotheses and propose successful solutions
• Manage and respond to customer support inquiries via phone, email, and other communication channels
• Track, document, and resolve customer support tickets efficiently using CRM systems
• Create and maintain training materials and ensure they are used consistently across the team
• Conduct in-person and virtual training sessions to educate clients on the use of our AR/MR applications
• Assist clients in integrating GigXR products into their curricula and training programs
• Ability and willingness to travel approximately 40-50% on average

Requirements:

• Bachelor's degree in Education, Communications, Healthcare, or a related field (or equivalent experience)
• 5+ years of professional experience in customer experience, customer support, or related roles
• 3+ years of experience in healthcare, healthcare related field or healthcare training
• Strong proficiency in managing customer support interactions via phone, email, and ticketing systems
• Experience with Customer Relationship Management (CRM) systems
• Experience conducting training sessions and presentations, in-person and virtually
• Previous experience assisting clients in integrating technology products into their workflows or curricula
• Strong written and verbal communication skills
• Ability and willingness to travel approximately 40-50% on average
• 3+ years of experience preferred in HigherEd/EdTech in Account Management, Client Services, Customer Success, or instructional roles
• Previous experience in the healthcare or educational technology industry
• Familiarity with AR/MR technologies and their applications in training and education
• Experience with customer journey mapping and data analysis
• Experience managing or leading a customer experience or support team