Customer Experience Manager

Digital Customer Experience Managers (CXMs) work to drive Customer Maturity for cohorts of customers, at scale. They run experiments to identify what motions work and then scale that success to hundreds of customers within the cohorts. Digital CXMs are comfortable with the 15Five product and know how to enable customers depending on their journey state and maturity level.

OUTCOMES

• Playbook development & execution: Drive customer maturity at scale by designing and experimenting with new playbooks.
• Co-create and experiment with digital playbooks that will establish best practices of getting customers to adopt an Outcomes journey mindset. 
• Execute on created playbooks by engaging with customers through Office Hours, enabling them to use 15Five in the best possible way. 
• Co-develop scalable tools, processes, and best practices to ensure customers are realizing the greatest possible value from 15Five.


• 15Five Adoption Expertise: Drive journey milestone progression via digital outlets byguiding customers on the best outcomes and adoption strategy.
• Co-design scalable campaigns to advise customers on the best strategy to ensure successful adoption of 15Five.
• Effectively respond to customer inquiries regarding product usage by aligning solutions with their specific needs and use cases.
• Provide 1:1 and 1:many training for different persona types, focusing on features that are relevant to customers’ use cases.


• Customer Advocacy: Drive NPS by serving as a voice, advocate and sounding board for our customers. 
• Collaborate cross-functionally with internal teams (i.e. Sales, Account Management, Services, Support, Product, Marketing) to drive toward your customers’ desired success outcomes and to ensure your customers’ voices are heard.
• Advocate for your customers’ product enhancement requests.
• Organize scalable training and education to customers that can help them get more value out of Platform.

COMPETENCIES

• Innovative experimentation:
• Conduct experiments: Ability to design and execute various experiments to test hypotheses, strategies, or solutions.
• Iterative approach: Comfort with an iterative process, continuously refining ideas based on feedback and outcomes.
• Learning orientation: Emphasis on learning from failures and successes to drive innovation and improvement.
• Adaptability: Ability to adapt quickly based on experiment results and to pivot strategies as necessary.


• Consultant:
• Speak confidently and persuasively about 15Five best practices. Display expertise in conversations to inspire customer confidence.
• Effectively explain the philosophy behind 15Five to customers in the form of clear, polished presentations and obtain your customers’ buy-in. Tell powerful stories and drive recommendations with data.
• Leverage usage and health data to make data driven decisions when recommending actions to your customers.


• Analytical thinker:
• Proficient in breaking down complex problems into manageable components.
• Capable of identifying root causes and understanding intricate relationships between various factors affecting a situation.
• Skilled in collecting, organizing, and interpreting data from diverse sources.
• Strong critical thinking skills, allowing for objective evaluation of information and alternative solutions.
• Capacity to assess the validity and reliability of information before drawing conclusions or making recommendations.
• Capability to forecast scenarios and plan strategies by extrapolating from analyzed information.


• Self-Direction:
• Thrive as a self-starter in a fast-paced environment and are excited by change and ambiguity.
• Intentionally agile - willing and able to change, develop and adopt new processes. Learn continually and act quickly with flexibility.
• Identify gaps and take initiative to design solutions for said gaps. You proactively contribute to the team by innovating and creating new or enhanced resources that are used broadly across the team.
• Have awareness of your strengths and you share it with your customers and teammates.
• Make time to focus on OKRs to help move the team forward.
• A team player willing to help, mentor and onboard new team members.

DESIRED EXPERIENCE

• 3+ years of experience in Customer Success, Account Management, Consulting, or another customer-facing role, preferably in a similar role at a startup with SaaS-based solutions
• Strong organization and project management skills
• Experience with success planning and holding customers accountable to taking action
• Ability to work cross-functionally and partner with other departments to best serve the customer
• Experience innovating and cre