Customer Experience Manager

Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using Amazon Web Services (AWS). We provide a full-range of AWS services including workload migrations and modernization, cloud native application development, DevOps, data engineering, security and compliance, and everything in between.

At Caylent, our people always come first.  We are a global company and operate fully remote with employees in Canada, the United States, and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!

The Mission

We are seeking a detail-oriented Customer Experience (CX) Manager  to join our team and drive customer satisfaction initiatives through data collection, analysis, and strategic reporting. This role focuses on capturing the voice of the customer and translating feedback into actionable insights that inform business decisions and improve customer experiences. This role offers the opportunity to be the voice of the customer within our organization and directly influence strategic decisions that enhance customer satisfaction and loyalty.

Your Assignment

Customer Engagement & Data Collection

• Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders
• Manage survey collection through various channels including live meetings, email and project team collected responses
• Ensure consistent data collection processes and maintain high response rates

Data Analysis & Insight Generation

• Analyze quantitative metrics (CSAT, NPS) to identify trends, patterns, and areas of concern
• Review and categorize qualitative customer feedback to identify recurring themes and pain points
• Synthesize complex customer data into clear, actionable recommendations
• Track metrics against customer experience benchmarks and goals

Strategic Reporting & Presentation

• Create comprehensive reports and dashboards that communicate customer sentiment to leadership
• Present findings and recommendations to executives, department heads, and cross-functional teams
• Develop compelling narratives that connect customer feedback to business impact
• Facilitate customer experience review meetings with organizational leaders

Required Qualifications

• 3+ years experience in a customer experience role, professional services, or customers relationship management
• Strong analytical skills with experience in statistical analysis and reporting
• Excellent written and verbal communication skills
• Experience presenting to senior leadership and stakeholders
• Excellent time management with the ability to prioritize tasks and manage engagement coverage workload 
• Enthusiasm for working in a startup environment and the desire to engage with cross-functional departments

Preferred Qualifications

• Experience with CRM systems and customer feedback management platforms
• Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools
• Knowledge of customer experience methodologies and best practices
• Working knowledge of AWS cloud offerings and solutions
• Knowledge and understanding of cloud industry trends and new technologies
• Data analytics basics; viewing customer feedback data and proposing process changes
• Entry or mid-level cloud certification, e.g. AWS Cloud Practitioner 

Benefits

• Medical Insurance for you and eligible dependents 
• 401k plan with company match up to 4% and immediate vesting
• Competitive phantom equity
• Company issued laptop
• Dental and Vision insurance
• Term Disability Insurance
• Term Life Insurance
• Flexible Spending Account
• Equipment & Office Stipend
• Annual stipend for Learning and Development
• Unlimited Paid Time Off
• 10 Paid Holidays

Base Salary Range: The expected base salary range for this position is $83,000 - $102,000 per year, commensurate with experience and qualifications.

Additional Compensation Components: In addition to the base salary, the compensation package may include bonuses, commissions, equity, and other incentives. The specific components will vary depending on the role and individual and/or company performance.

NOTE: We’re unable to provide visa sponsorship now or at any time in the future.

At Caylent, we are committed to fair, transparent, and inclusive hiring