Customer Experience Manager

The role

The Customer Experience Manager drives customer satisfaction through data collection, analysis, and strategic reporting. This person captures the voice of the customer to provide actionable insights that inform business decisions.

What you will do

• Coordinate with Engagement leadership to facilitate recurring Customer Review meetings
• Manage survey collection through live meetings, email and project team collected responses
• Ensure consistent data collection processes and maintain high response rates
• Analyze quantitative metrics like CSAT and NPS to identify trends
• Review and categorize qualitative customer feedback to identify themes and pain points
• Synthesize complex customer data into actionable recommendations
• Track metrics against customer experience benchmarks and goals
• Create comprehensive reports and dashboards to communicate customer sentiment
• Present findings and recommendations to executives and cross-functional teams
• Facilitate customer experience review meetings with organizational leaders

Required qualifications

• 3+ years experience in a customer experience role, professional services, or customers relationship management
• Knowledge of customer experience methodologies and best practices
• Experience with CRM systems and customer feedback management platforms
• 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
• Familiarity with using AI tools to drive operational process efficiencies

Nice to have

• Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools
• 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

Benefits

• 100% remote work
• Medical Insurance for you and eligible dependents
• Generous holidays and flexible PTO
• Competitive phantom equity
• Paid for exams and certifications
• Peer bonus awards
• State of the art laptop and tools
• Equipment & Office Stipend
• Individual professional development plan
• Annual stipend for Learning and Development

Before you apply

• Requires current legal authorization to work in the country where position is located
• Caylent is not able to sponsor visa or work permit applications at this time
• Recruitment process may use artificial intelligence (AI) tools or automated systems to assist in screening and evaluation

About the company

Caylent is an AI-first cloud services company and an AWS Premier Tier Services Partner. They help organizations modernize technology and move AI from experimentation into production.