Customer Experience Manager

Company Overview

NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients.  We’re a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work’ with an 80+ Employee Net Promoter Score (eNPS).

 

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.

Responsibilities

Role Overview  

The Customer Experience Manager role is responsible for overseeing delivery of services across their assigned portfolio. The Customer Experience Manager is responsible for ensuring a positive customer journey and satisfaction and is responsible for managing contractual entitlements related to the assigned client portfolio.  

Scope of Role Responsibilities  

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

 

• Responsible for developing a positive customer experience across the customer engagement lifecycle. 

• Proactively manage customer experience across the lifecycle of our core offerings. 

• Drive user adoption of NWNC’s Experience Management Platform across the lifecycle of our core service offerings.   

• Accurately forecast, track and report on all recurring service-based customer engagements across our core offerings. 

• Identifying and logging platform enhancements based on client feedback to help drive the growth and value of the Experience Management Platform across NWN Carousel customer base. 

• 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 NWNCAROUSEL organization. 

• Accountable for successfully delivering our core offerings with quality and consistency in partnership with cross functional teams. 

• Drives lifecycle adoption of the experience management platform and subscription entitlements 

• Agile delivery of enhancements as needed by working in concert with necessary cross functional teams to ensure a successful delivery. 

• Case management / Service Level Agreement oversight, managing escalation to ensure quality delivery. 

• Tracking and reporting on key performance indicators (KPIs) related to customer satisfaction and specific contract deliverables.  

• Work collaboratively with technical delivery teams to aid in resolving problems. 

• Participate in corporate objectives and key results. 

• Drive continuous improvement of services across all offerings as defined by the customer’s contracted deliverables. 

• Analyzing customer feedback and data to identify areas of improvement. 

• Collaborating with other departments and/or teams to enhance the customer experience. 

• 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. 

• Other responsibilities as assigned. 

Qualifications

Role Qualifications and Requirements 

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

• Minimum of five (5) years of experience in an operations management or engagement management role.