Sr. Customer Experience Manager

AvatarPosted by

The Senior Customer Experience Manager (CXM) is responsible for managing and developing customer relationships that promote retention and loyalty to deliver exceptional customer experience. Represent “the Voice of the customer” while serving as the point person for all business-related matters for an assigned portfolio of Denovo’s customers. Effectively manage processes, as well as internal and external resources, to ensure that we meet contractually established service level agreements for our customers.

Responsibilities:

Represent the voice of the customer back to Denovo
Stay in tune with customer satisfaction levels and support needs
Drive customer retention strategy to manage renewals, minimize churn and expand Denovo footprint
Establish and maintain effective communication with customers
Facilitate a cadence of scheduled and ad hoc status meetings and written status reports with customers
Understand existing customer’s business needs and assess opportunities to expand our services
Establish collaborative relationships with key customer executives and staff
Serve as a point of escalation for both the customer and Denovo
Understand contractual commitments for each customer
Manage scope of service delivery to ensure compliance to contracts
Coordinate customer and Denovo resources to conduct Strategic Business Reviews with customers
Play a key role in Denovo’s Change Control process for changes needed in the customer’s environment
Ensure accurate time reporting by Denovo resources and review invoices for accuracy
Ensure a smooth transition during new customer on-boarding, partnering with sales and delivery teams
Secure customer reference-ability and coordinate with marketing for customer reference programs
Drive participation in select marketing programs and events and secure customer approval for press releases
Create and manage Service Improvement Plans to improve customer satisfaction
Encourage customer participation in electronic customer satisfaction surveys

The estimated base salary range for this position: $100,000 – $130,000. The actual salary range is based on fair market value based on your geographical location, skills, and role requirements, and responsibilities. This position also offers a variable bonus based upon company and individual performance and employee stock options. This posted compensation is a good faith and reasonable estimate. Denovo reserves the right to adjust this range depending on the selected candidate’s qualifications. Denovo provides a comprehensive benefits package that includes, but is not limited to Medical, Dental, Vision, Life and Disability insurance, FSA (Health & Dependent Care), HSA, 401(k), PTO, Paid Holidays, as well as Supplemental Benefits for Accident, Critical Illness, Identity Theft, and Legal support.

Requirements

Excellent service-driven, customer-focused skills
Proven ability to collaborate with and manage cross-functional teams for optimal service delivery to the customer
Account management experience, preferably in an ERP and/or cloud hosting environment
Experience with successfully managing contract renewals that drive monthly recurring revenue
Demonstrated ability to develop strong working relationships at both executive and staff levels
Tangible examples of situations where sound and accurate judgment were exhibited
Proven ability to work effectively in both a team environment and independently
Excellent oral, written, and interpersonal communication skills
Strong time management skills and attention to detail
Exceptional troubleshooting and problem-solving abilities
Inspires respect and trust and motivates others to perform well
Four-year degree in related field strongly preferred
Strong background with Oracle solutions, such as Oracle EBS, JD Edwards, ERP Cloud
Experience managing customers hosted in public and private cloud infrastructure environments
Experience with Customer Relationship Management (CRM) software
Proven ability to absorb, master, and leverage emerging technologies
Talent for creatively utilizing technology, people, and processes to solve unique business problems
Read MoreJobicy’s Feed