Senior Customer Experience Manager

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 Sr. Customer Experience Manager role is responsible for overseeing delivery of services across their assigned portfolio. This role oversees end-to-end contract deliverables for strategic and enterprise customers.  This role will include peer mentorship within the Customer Experience organization.                                                    

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

• Developing a relationship with the customer as a trusted advisor
• Drive user adoption of NWN’s Experience Management Platform across the lifecycle of our core service offerings Be the bridge and remove friction between internal teams, 3rd party vendor and the customer to delight them out offerings.
• Partner with clients and ensure they are maximizing our offerings to meet their business goals/objectives.
• 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
• 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
• Accountable for successfully delivering our core offerings with quality and consistency.
• Agile delivery of enhancements as needed.
• Strive for continuously improve and showcase to the customer.
• Subject Matter expert for Customer Success
• Aid in peer-interviewing, CEM onboarding, and mentoring other Customer Experience Managers
• Lead corporate objectives and key results.
• Responsible for driving successful monthly contracted service review meetings with clients, in concert with NWN Carousel’s sales team, project team members and other cross functional team members as applicable. 
• Responsible for driving successful Executive Business Review meetings with your client’s senior leadership teams in concert with NWN Carousel’s sales team, project team members and other cross functional team members as applicable. Demonstrating the value, the customer is deriving from our offerings.
• Other responsibilities as assigned.

Qualifications

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

• Minimum of seven years of experience in an operations management or engagement management role
• Possess strong organizational skills.
• Familiarity of call flows can interpret network designs, basic Cisco routing, switching and hosted collaboration required.
• Must have the ability to develop and execute efficient and repeatable business processes.
• Excellent communication skills, both written and oral.
• Ability to effectively prioritize initiatives.
• Possesses strategic thinking skills with the ability to bring forth those ideas and put them into motion, driving them to completion.
• Comfortable, poised, and affable with engineering, senior level executives, including NWN management.
• Ability to travel to client locations and for company events when required.

The following qualifications are ideal, but not required:

• Proficiency in Service Now Product Suite
• Education - Undergraduate degree or equivalent work experience
• ITIL Foundation Certification
• Cisco Customer Success Manger certification
• Vendor Management

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