Customer Experience Manager

4 weeks ago


Pleasanton, United States XperiencOps Inc Full time
Job DescriptionJob Description

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.


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