Customer Experience Manager

Job Summary

A company is looking for a Customer Experience Manager to serve as the operational point of contact for B2B customers, ensuring an outstanding customer experience.

Key Responsibilities

• Understand customer goals and manage the delivery experience for assigned customers
• Coordinate cross-functional work related to customer projects and ongoing support
• Monitor service quality and collaborate with various teams to resolve issues and align priorities

Required Qualifications

• 4+ years of experience in a customer-facing role, preferably in customer experience or B2B operations
• Ability to analyze customer pain points and moments of delight
• Experience with CX frameworks such as NPS, CSAT, and VoC programs
• Strong understanding of SaaS platforms, APIs, and data integrations
• Excellent project management and organizational skills