Customer Experience Manager

6 days ago

Remote, United States Liferay Full time

About Liferay

Liferay is a uniquely profitable B2B enterprise software company with 1,000+ fiery-eyed employees all across Europe, the Americas, the Middle East, Asia, and Africa. As a renowned provider of enterprise open source technologies, we have been recognized by Gartner for empowering businesses around the world to solve complex digital challenges. Liferay's all-in-one platform unites Liferay DXP with our cloud platform capabilities, built-in analytics, and commerce functionality, reducing time to market and accelerating innovation. Our customer roster includes global companies such as Airbus, US Bank, Honda, and Desjardins.

But we don't just make awesome software, we are also fueled by a greater-than-profit vision. By building a vibrant business, making technology useful, and investing in communities, we make it possible for people to reach their full potential to serve others. This commitment extends beyond our product; Liferay donates 10% of our profits to charities around the world. Oh, we're also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run

About You and this Role

We are looking for an individual that will work in Liferay's Customer Experience department as a trusted account manager for strategic accounts. The Experience Manager delivers guidance to customers and partners alongside our Solution Architects, managing our involvement to ensure their projects can succeed and bring value.

The ideal Experience Manager loves building trust by keeping all internal stakeholders aligned with the customer's goals . While they do not need technical expertise, they are more than comfortable following and managing technical issues. They thrive in being the sole representative for customers within our organization, and love collaborating with various internal departments to deliver for our customers.

Your support of customers and partners are a critical part of the strategy to make projects successful leading to happy customers that grow and expand with Liferay.

Embodiment of Role

* Fully capable of analysis, communication, and coordination.


* Work contributes to better communication and task efficiency.


* Possess a team mentality that is responsive, collaborative, and action-oriented.


* Always looking to make the customer happy and project successful



Responsibilities

Secure success for strategic accounts by driving account management.

Account Management

* Plan and deliver onboardings, workshops, enablement sessions, and business review meetings


* Set expectations around working with Liferay's products and services, pushing back on customers when necessary


* Manage time and expectations on meetings to allow SAs and Support to get to work


* Support customer-initiatives and communications coming from Product, Marketing, and other departments


* Execute campaigns and identify opportunities for expanding business, product footprint, and references



Account Planning

* Support the CX Solution Architects in making projects successful


* Maintain documentation on accounts to keep them current


* Update account plans with intel and strategy from team members


* Facilitate and invite feedback


* Execute and project manage the action items


* Follow all established SOPs


* Monitor project intel and let that guide the development and progression of the account plan



Delivery Management

* Coordinate & facilitate communication regarding our deliverables


* Project-manage deliverables from Liferay


* Review Liferay's messaging to uphold highest standard of service


* Prioritize and monitor to ensure timely delivery, facilitate communication between partner, customer and Liferay, highly responsive



Required Skills

* 5-7 years customer-facing customer service experience


* 2+ years project management experience


* Ability to get customer executive-level stakeholders to have confidence in Liferay


* Strong written and verbal communication


* Ability to set expectations and push back when necessary


* Fluent in English



Preferred Skills

* Fluent in another language


* 2-3 years of experience managing enterprise accounts


* Experienced in data analysis



What We Offer

* Salary package w/ competitive benefits according to qualifications and experience


* Opportunities to take responsibility, grow professionally, and Stay Nerdy


* A positive and collaborative work culture


* Check out what employees say about us on Glassdoor


* Working at a leading open-source company



Equal Opportunities Employer - Statement

Liferay is committed to the equal treatment of all candidates, customers and employees and to fostering a culture of dignity at work. Our operating procedure provides for equal opportunities in recruitment and employment with the aim to eliminate discrimination against any job applicant or employee on the basis of race, age, sexual orientation, gender, religion or beliefs, marital or civil partnerships status, family or dependency status, disability, pregnancy and maternity or membership of a traveling community.

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