Customer Experience Manager

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. 

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

• 3+ years experience in a customer experience role, professional services, or customers relationship management
• Knowledge of customer experience methodologies and best practices
• Experience with CRM systems and customer feedback management platforms
• 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
• Familiarity with using AI tools to drive operational process efficiencies

• Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools
• 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