Customer Experience Manager

NWN Carousel•,

28d•Remote

About The Position

The Customer Experience Manager role is responsible for overseeing delivery of services across their assigned portfolio. This role oversees end-to-end contract deliverables for each customer.

Requirements

Minimum of seven years of experience in an operations management or engagement management role.
Familiarity of call flows, can interpret network designs, basic Cisco routing, switching and hosted collaboration
Possess strong organization skills.
Must have the ability to develop and execute efficient and repeatable business processes.
Excellent communication skill, both written and oral.
Comfortable, poised, and affable with engineering, senior level executives, including NWN management.
Proficiency in Service Now Product Suite.
Vendor Management
Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness.

Nice To Haves

Bachelor’s Degree in Arts/Sciences (BA/BS) Undergraduate degree or equivalent work experience
ITIL Foundation Certification
PMP

Responsibilities

Proactively manage customer experience across the lifecycle of our core offerings.
Accurately forecast, track and report on all recurring service based customer engagements across our core offerings.
Drive adherence to NWN best practices in the execution of all monitoring, management and lifecycle adoption services.
Ensure proactive, timely and professional communications with customers throughout the managed solutions lifecycle.
Ensure all offerings are delivered according to the outcomes and metrics defined in the value based customer engagement process.
Proactively advocate for customers across the entire NWN organization.
Manage the day to day workload of NWN engineers with a focus on customer outcomes, efficiency and accountability.
Personally accountable for successfully delivering our core offerings with quality and consistency.
Agile delivery of enhancements as needed.
Case management oversight, managing escalation to ensure quality delivery.
Work collaboratively with technical delivery teams to resolve problems.
Other responsibilities as assigned.