Customer Experience Manager

Associa•Wilmington, NC

9d•Hybrid

About The Position

The Customer Experience Manager is responsible for overseeing and optimizing the complete customer journey for CAMS clients, from initial onboarding through long-term partnership and renewal. This role serves as the voice of the customer throughout the organization, ensuring that customer needs, feedback, and experiences are reflected in operational processes, service delivery, technology solutions, and strategic initiatives. The Customer Experience Manager collaborates with Sales, Transitions, Operations, Regional Leadership, Community Managers, Customer Support, Accounting, and Marketing to create a consistent, high-quality customer experience across all stages of the client lifecycle. The position is responsible for measuring customer health, identifying opportunities for improvement, driving retention initiatives, and ensuring smooth transitions throughout the customer relationship.

Requirements

Bachelor's degree or equivalent experience preferred.
5+ years of experience in customer experience, client success, operations, or service management.
Experience leading a team. This position will manage the Community Support Team, Transitions team and other customer success team members.
Experience leading cross-functional initiatives.
Experience using customer feedback and operational data to drive improvement.
Passionate about customer service and creating raving fans
Excellent presentation and communication abilities.
Comfortable making sales presentations to represent CAMS
Strong analytical and problem-solving skills.
Ability to translate data into actionable recommendations.
Experience with customer journey mapping and process improvement.
Strong project management capabilities.
Proficiency with reporting and dashboard tools.
Ability to influence outcomes across multiple departments.
Passion for delivering exceptional customer experiences.

Nice To Haves

HOA management, property management, or service industry experience preferred.

Responsibilities

Own and continuously improve the end-to-end customer journey from contract signing through long-term partnership.
Identify customer pain points and moments that matter throughout the customer lifecycle.
Partner with operational leaders to improve customer touchpoints and service consistency.
Establish standards and success metrics for each stage of the customer journey.
Own the customer’s first impressions once Sales team hands-off.
Assist with, support and monitor onboarding processes and customer readiness throughout transition and implementation.
Partner with the Transitions Team, Sales Team, and Operations Leadership to improve onboarding outcomes.
Analyze onboarding feedback and identify opportunities to improve customer adoption and satisfaction.
Track onboarding success metrics and long-term performance of newly onboarded associations or acquisitions (tuck-unders).
Develop and maintain customer journey maps and customer health scoring methodologies for associations, board members, homeowners, and other key stakeholders.
Implement, support, monitor and carry-out client touch-points; ongoing and at key moments in the journey e.g. board transition, CM transition, developer transition
Monitor indicators of customer satisfaction, engagement, risk, and retention.
Conduct periodic audits of customer interactions and service delivery activities.
Evaluate adherence to CAMS service standards and customer experience expectations.
Identify coaching and training opportunities based on customer data and feedback.
Partner with operational leaders to address recurring service issues.
Recommend enhancements to improve consistency and quality across regions.
Serve as the organizational champion for customer-centric decision making.
Provide customer-impact assessments for operational, technology, and policy changes.
Participate in strategic initiatives, acquisitions, integrations, and organizational improvement projects.
Support executive leadership with customer experience insights and recommendations.