Customer Experience Manager (Austin TX)

NWN Carousel•Austin, TX

1d•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. 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.

Requirements

Bachelor’s Degree in Arts/Sciences (BA/BS) Undergraduate degree or equivalent work experience
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
Basic switching
Basic hosted collaboration
Strong organization skills
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

Nice To Haves

ITIL Foundation Certification
PMP

Responsibilities

Overseeing delivery of services across their assigned portfolio
Overseeing end-to-end contract deliverables for each customer
Proactively managing customer experience across the lifecycle of our core offerings
Accurately forecasting, tracking and reporting on all recurring service based customer engagements across our core offerings
Driving adherence to NWN best practices in the execution of all monitoring, management and lifecycle adoption services
Ensuring proactive, timely and professional communications with customers throughout the managed solutions lifecycle
Ensuring all offerings are delivered according to the outcomes and metrics defined in the value based customer engagement process
Proactively advocating for customers across the entire NWN organization
Managing 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
Working collaboratively with technical delivery teams to resolve problems
Other responsibilities as assigned