Customer Experience Manager

As the Customer Experience Manager, you will be responsible for all inbound post-sale customer queries, triage issues to the appropriate teams, manage escalation communications, and address non-bug-related issues such as product experience feedback, general usage queries and integration support. You will ensure a high-quality customer experience and drive customer success.

Responsibilities:

• Manage all inbound post-sale customer queries and triage them to appropriate teams.
• Handle escalation communications and coordinate with support engineering to resolve issues.
• Address non-bug-related issues, including product experience feedback and general usage queries.
• Provide strategic guidance to customers to help them maximize the value of the product.
• Identify and implement process improvements to enhance efficiency and effectiveness.
• Develop and maintain a comprehensive knowledge base.
• Regularly engage with customers to understand their needs and goals.
• Monitor customer health metrics and proactively address potential issues.
• Work closely with sales, product, and support teams to ensure a seamless customer experience.

Requirements

• Several years of experience in customer support and/or customer success within an enterprise SaaS company.
• Strong leadership and team management skills.
• Understanding of SaaS products and related technologies.
• Strong customer service orientation and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency in using data and analytics to drive decisions.
• Experience in project management.
• Bachelor’s degree in a relevant field; advanced degree is a plus.