Senior Customer Experience Manager

Senior Customer Experience Manager
US--
Job ID: 2024-6736
Type: Regular Full-Time
# of Openings: 1
Category: CUSTOMER SUCCESS
Remote - United States
Overview

NWN Carousel is an established leader in technology-enabled services, transforming the customer experience for commercial, enterprise and public sector organizations through its solution-as-a-service platform. With over 1,300 customers throughout the U.S., NWN Carousel provides a unified customer experience with integrated offerings for unified communications, security, contact center, DaaS (device-as-a-service), connectivity and advanced technology solutions.

Responsibilities

The Senior Customer Experience Manager role is responsible for overseeing delivery of services across their assigned portfolio. This role oversees end-to-end contract deliverables for each customer.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Proactively manage customer experience across the lifecycle of our core offerings.
• Accurately forecast, track and report on all recurring service based customer engagements across our core offerings.
• Drive adherence to NWN best practices in the execution of all monitoring, management and lifecycle adoption services.
• Ensure proactive, timely and professional communications with customers throughout the managed solutions lifecycle.
• Ensure all offerings are delivered according to the outcomes and metrics defined in the value based customer engagement process.
• Proactively advocate for customers across the entire NWN organization.
• Manage the day to day workload of NWN engineers with a focus on customer outcomes, efficiency and accountability.
• Personally accountable for successfully delivering our core offerings with quality and consistency.
• Agile delivery of enhancements as needed.
• Case management oversight, managing escalation to ensure quality delivery.

Additional job responsibilities include, but are not limited to:

• Work collaboratively with technical delivery teams to resolve problems.
• Subject Matter Expert (SME) for Customer Success.
• Aid in onboarding and/or mentoring other Customer Experience Managers.
• Lead corporate objectives and key results.
• Other responsibilities as assigned.

Qualifications

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• Minimum of ten years of experience in an operations management or engagement management role.
• Familiarity of call flows, can interpret network designs, basic Cisco routing, switching and hosted collaboration required.
• Possess strong organization skills.
• Must have the ability to develop and execute efficient and repeatable business processes.
• Excellent communication skill, both written and oral.
• Comfortable, poised, and affable with engineering, senior level executives, including NWN management.
• Preferred Cisco Customer Success Manger certification.

The following qualifications are ideal, but not required:

• Proficiency in Service Now Product Suite.
• Education - Undergraduate degree or equivalent work experience.
• ITIL Foundation Certification
• PMP
• Vendor Management

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Equal Opportunity Employer, including disability/protected veterans

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