Enterprise Customer Experience Manager

The Enterprise Customer Experience Manager (ECXM) in the Customer Care organization will focus on fulfilling the requirements of an Enterprise Support contract. The ECXM is laser focused and measured on customer health, satisfaction, and long-term retention and delivering a delightful customer experience. Unlike other customer success roles tied to revenue generation, the ECXM will act as a dedicated advocate for enterprise customers, ensuring that they receive the full value of their support agreement and maintaining a high level of customer satisfaction throughout their engagement.

This role requires a deep understanding of the customer’s technical needs and business objectives, the ability to manage and resolve complex issues, ability to influence and coordinate on behalf of the customer, and a commitment to fostering strong relationships through proactive customer care and support.

Key Responsibilities:
- Enterprise Support Management: Serve as the primary point of contact for enterprise customers, ensuring that their support agreements are fulfilled and they are receiving maximum value from their contract.
- Customer Health Monitoring: Regularly assess and track customer health through various metrics (e.g., system performance, issue resolution times, user adoption), and take proactive steps to address any concerns that may impact customer satisfaction or retention.
- Technical Support Coordination: Collaborate with internal support teams to ensure timely resolution of customer issues, escalating critical incidents when necessary and providing regular status updates to the customer.
- Proactive Customer Engagement: Conduct regular check-ins with customers to understand their evolving needs, ensure they are maximizing their use of the product, and provide guidance on how to get the most value from the support contract.
- Customer Advocacy: Act as a customer advocate within the organization, ensuring that the customer’s needs are understood and prioritized in product development, support offerings, and services.
- Contract Fulfillment and Service Delivery: Ensure that all deliverables outlined in the Enterprise Support contract are met, including SLAs (Service Level Agreements), response times, and other contractual obligations.
- Customer Feedback Loop: Collect and analyze customer feedback related to the support services, and work with internal teams to continuously improve service quality and address common issues or bottlenecks.
- Retention Focus: While not directly responsible for revenue, maintain a strong focus on customer retention by ensuring overall customer satisfaction, solving issues promptly, and identifying risks to the long-term relationship.
- Reporting and Documentation: Maintain detailed records of customer interactions, issues, and solutions provided. Provide regular reports on customer health and service delivery performance to internal teams and leadership.

Required Skills and Experience:
- Customer Success and Support: Proven experience in customer success, account management, or technical support roles, preferably in an enterprise or B2B environment.
- Enterprise Contract Management: Experience managing and fulfilling enterprise-level support contracts, including meeting service level agreements (SLAs) and ensuring contractual obligations are met.
- Technical Aptitude: Strong understanding of the company’s products and technical offerings, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
- Customer-Centric Mindset: Exceptional customer service skills, with a focus on proactively solving customer issues, improving customer health, and maintaining long-term satisfaction.
- Problem-Solving: Ability to manage complex customer issues, work cross-functionally with internal teams, and identify creative solutions to meet customer needs.
- Communication and Relationship-Building: Strong interpersonal and communication skills, with the ability to build trust and long-term relationships with enterprise customers.
- Data-Driven: Experience with customer health metrics, support tracking tools, and reporting platforms to monitor customer satisfaction and service delivery.

Preferred Qualifications:
- Experience with Enterprise Support Contracts: Previous experience managing enterprise support contracts, particularly in technology or software-as-a-service (SaaS) environments, is a plus.
- ITIL Certification: ITIL (Information Technology Infrastructure Library) certification or equivalent experience in service management best practices is highly desirable.
- Technical Product Knowledge: Familiarity with the company’s products and services, especially in the context of technical support, will be an advantage.

Additionally, you will enjoy some of our local benefits such as:
- Comprehensive medical, accidental, and life insurance
- Weekly wellness sessions to support your physical and mental well-being
- A generous paid time off policy