Customer Experience Manager

The Customer Experience Manager serves as the primary owner of all support functions for business customers. This role works closely with cross-functional teams and external partners to ensure the delivery of an exceptional and seamless customer experience across all touchpoints.

The Customer Experience Manager provides leadership to a highly skilled support team serving the Enterprise, Government, Oil & Gas (O&G), and Small & Medium Business (SMB) segments. While Account Managers focus on growing their assigned segments—both in revenue and number of accounts, the Customer Experience Manager is responsible for delivering strategic care, handling, and supporting excellence for these customer groups.

This role requires the Customer Experience Manager to develop a deep understanding of the business landscape and customer needs, enabling them to design, refine, and implement strategies that deliver world-class customer experiences. Success in this role depends on the ability to operate effectively within a rapidly changing, complex, and highly connected environment.

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.  Individual abilities may result in some deviation from these guidelines.

• Bachelor’s degree in business management, Sales & Marketing, Economics or related/equivalent field required; or 4+ years of related experience and/or training; or the equivalent combination of education and experience. 

• Strong leadership skills

• Strong creative thinking

• Proven ability to drive sales

• Proven ability to manage multiple projects at a time, while paying strict attention to detail

• Good interpersonal and team building skills

Ability to work independently and as part a team

• Experience in business sales is not necessary but would be an asset.

General Requirements:

• Ability to work nights, weekends and holidays when corporate schedule demands

Basic knowledge of related regulations, Company policies and procedures, and the Company’s products and services.

• Demonstrated skills to independently plan and conduct non-routine financial analysis or reporting projects.

• Excellent problem solving and analytical skills

• Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.

• Excellent organizational and time management skills, allowing for managing multiple tasks and prioritizing in-time sensitive situations in a fast-paced environment

• Excellent skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheet and specialty software programs. Inclusive of being able to learn and regularly operate various computer systems across different platforms

• Intermediate typing skills to meet production needs of the position.

• Exceptional math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.

• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.

• Ability to deal with advanced problems involving multiple facets and variables in standardized or specialty situations.

• Ability to work with minimal supervision while performing duties.

• Leading all support matters: 

• Managing team of customer service specialists. 

• Manage CSAT/NPS programs.

• Own process is to deliver exceptional customer experience across multiple touchpoints.

• Be able to challenge the process to solve problems for customers within a changing environment.

• Manage customer activation and onboarding processes.

• Be proactive by ensuring the reduction of repeated fault cases. This should also trigger key upselling opportunities for the sales team segment.

• As part of the customer experience journey, he/she is responsible for critical retention campaigns in collaboration with the sales team.

• Conduct root cause analysis to identify and address key customer pain points working with cross functional partners.

• Partnering with others to drive cross functional initiatives and ensure compliance with business policies.

• Support efforts to maintain accurate customer account/contact information.

• Manage/support all initiatives which impact the experiences of business customers.

Other Duties: 

• Be proactive, identifying opportunities to drive business success through effective people management.

• Willingness and ability to be both hands-on and strategic as needed.

• Confident and flexible ability to hold one’s own with strong personalities, yet ability to flex around different personalities and organization needs

• Possess a professional demeanor, acting with discretion, and the ability to maintain strict confidentiality.

• Excellent written and oral communication skills, including excellent interpersonal skills.

• Highly self-motivated, resourceful, analytical, and detail-oriented

• Good problem-solving skills, with the ability to prioritize and perform multiple tasks in time critical situations

• Comfortable working within a fast-paced, dynamic environment

• A healthy mix of humility and drive, and the ability to quickly learn, embrace, and support the culture of caring for employees

• Answers telephones, answers questions and directs callers to proper Company personnel.

• Assumes responsibility for various department functions in the absence of staff members or in overload situations.

• Demonstrates knowledge of and adherence to “THE BRAVA WAY”; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce.  As well as treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding organizational values; accepting responsibility for own actions.

• Follows policies and procedures; completes administrative tasks correctly and in a timely manner; supports the Company’s goals and values; benefits the Company through outside activities.

• Performs the position safely, without endangering health or safety to oneself or others and will be expected to report potentially unsafe conditions.  The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act, which are applicable to one’s own actions and conduct.

Secondary duties: 

The position of Support Manager performs duties specific to the position and other functions as assigned.