Customer Experience Manager (OEM Infrastructure)

Celestica International LP • Bothell, WA

5d • Remote

About The Position

As the Customer Experience Manager (CXM), you will be the champion for our customers, ensuring a seamless, high-value experience from initial engagement through deployment and lifecycle support of our server and networking portfolio. You will work closely with sales, engineering, and support teams to map the customer journey, analyze feedback, and drive process improvements that reduce churn and build long-term loyalty.

Requirements

• 5+ years of experience in customer success, customer experience, or account management, preferably within a B2B technology or hardware OEM environment.
• Understanding of enterprise IT infrastructure (servers, storage, networking switches) is highly desirable.
• Strong proficiency in CRM tools (e.g., Salesforce) and experience analyzing qualitative and quantitative data to drive decision-making.
• Exceptional verbal and written communication skills, with the ability to influence cross-functional teams.
• Bachelor’s degree in Business, Marketing, IT, or a related field.

Responsibilities

• Map the end-to-end customer journey—from order configuration and procurement to installation of switches/servers and post-sales support—to identify and eliminate friction points.
• Lead the collection and analysis of customer feedback through NPS (Net Promoter Score), CSAT (Customer Satisfaction), and direct interviews to identify actionable insights.
• Act as the internal voice of the customer, partnering with Product Management, Technical Support, and Supply Chain to resolve complex, recurring issues and improve product reliability.
• Engage with high-value enterprise customers to understand their specific infrastructure needs, serving as a strategic partner to ensure they achieve maximum value from their investments.
• Guide teams in effective, proactive resolution of critical customer issues, acting as the final point of escalation to maintain trust.
• Define and monitor key performance indicators (KPIs) related to customer experience, reporting regularly on trends and improvements to senior leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level