Senior Manager of Customer Experience

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

The Senior Manager, Customer Experience role is responsible for overseeing delivery of services across their assigned team and for our customers. This role oversees end-to-end contract deliverables for each customer as well as managing a team of Customer Experience Managers.

• Acts as primary interface for Customer Experience regarding work prioritization, escalations, reporting needs
• Responsible for acquiring new talent, training/ coaching, and leading a team of Customer Experience Managers.
• Act as escalation point and client advocate for all work being performed for assigned client(s)
• Works with the CS Organization to ensure that services are performed in a manner consistent with contractual obligations.
• Responsible to set and deliver on department objectives in alignment with other POD Management
• Participates and drives enhancements of NWN's SaaS platform
• Responsible for Customer Success Department KPIs and reporting
• Drives Adoption lifecycle of NWN's Experience Management Platform across our core service offerings
• Drives Customer Success team execution and lifecycle program within the Experience Management Platform to align with best practices and NWN's offerings, including but not limited to Cisco and other OEM Subscriptions, licensing, playbook development, training, etc.
• Participate in corporate objectives and key results and reporting on Department initiatives
• Coordinate with the Executive Partner(s), Technical Directors, client(s) and technical lead(s) to ensure that specific business problems are being met with appropriate NWN solutions
• Participate in the business development lifecycle to assist in evaluating technical and business requirements, writing and/or editing Statements of work as applicable to solutions for your assigned client(s), this may include proposal engagement
• Participation in periodic reviews to manage service improvements required to increase customer satisfaction

Qualifications

Education: BA/BS or equivalent experience preferred                       

Years of Experience: 7 plus years of related experience

Leadership Experience:  5 years of experience managing a team with HR responsibilities

 

Technical Skills:

• Broad spectrum technical acumen required, built across multiple disciplines with specialization in one or more related area

Business Skills:

• The ideal candidate will have a track record of building client loyalty through service excellence in a managed or outsourced service orientated environment
• Current knowledge of common industry standard delivery models, such as, ITIL, 4DX, PMI
• Ability to communicate clearly up and down the technical and business hierarchy, from technician to CIO/CFO
• Possess strong organization skills.
• Must have the ability to develop and execute efficient and repeatable business processes.
• Comfortable, poised, and affable with engineering, senior level executives, including NWN management

Additional Skills:

• 7 plus years of work experience in a related field with demonstrated increased areas of responsibility
• Demonstrated understanding of new business proposal / business development lifecycle required
• Demonstration of working understanding or certification in ITILv3 Foundations basic principles

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible