Customer Experience Manager

Global Data Systems Inc•Lafayette, LA

16d

About The Position

GDS is seeking a Customer Experience Manager to build, lead, and continuously improve its Customer Experience program. The role will establish the structure, processes, reporting, engagement motions, feedback programs, and operational discipline needed to deliver a high-quality experience throughout the customer lifecycle. Initially, the position is highly hands-on, with responsibility for building programs, establishing operating rhythms, implementing reporting, facilitating customer engagement, driving improvement initiatives, and partnering across the organization to improve customer outcomes. As the program matures, the manager will help shape GDS’s Customer Experience organization and build and lead a team focused on customer success, retention, advocacy, and lifecycle management. The role is suited to a builder who can execute and scale an established vision with executive support, and help make customer experience part of GDS’s everyday operations.

Requirements

Bachelor’s degree in business, Communications, Management, Information Technology, Marketing, or a related field, or equivalent professional experience.
5+ years of experience in Customer Experience, Customer Success, Service Delivery, Account Management, Operations, or a related function.
Demonstrated success building, improving, or leading operational programs and business processes.
Strong project management, organizational, and problem-solving skills.
Ability to influence and drive initiatives across multiple departments and stakeholders.
Excellent written, verbal, and interpersonal communication skills.
Experience using data, metrics, and customer feedback to drive decisions and improvements.
Experience leading initiatives and delivering results in a fast-paced environment.

Nice To Haves

Experience within a Managed Services Provider (MSP), technology services organization, SaaS provider, or other recurring revenue business.
Experience with customer health scoring, customer lifecycle management, retention programs, and customer journey mapping.
Familiarity with CRM, customer success, reporting, and business intelligence platforms.
Experience building or leading customer-facing teams.
Experience implementing process improvements or organizational change initiatives.

Responsibilities

Build, manage, and continuously improve the GDS Customer Experience program.
Develop standards, processes, and operating procedures that support the customer lifecycle.
Establish and maintain customer engagement motions across onboarding, adoption, support, escalation management, business reviews, and renewals.
Create repeatable processes that improve customer satisfaction, retention, and the overall customer experience.
Partner with leadership to align customer experience initiatives with company objectives, and drive organizational adoption and accountability.
Develop and maintain customer health scoring and risk identification processes.
Monitor customer sentiment, support trends, escalations, engagement levels, and other indicators of customer success.
Identify at-risk accounts and coordinate proactive engagement plans.
Partner with operational and service delivery leaders to address customer concerns and improve outcomes.
Support customer retention, relationship development, and long-term account growth.
Build and manage customer feedback programs, surveys, and listening initiatives.
Collect, analyze, and communicate customer feedback; identify recurring trends and opportunities for improvement; and ensure customer insights inform decisions.
Promote a culture where customer feedback drives action.
Develop dashboards, scorecards, and reporting to provide visibility into customer experience performance.
Track key performance indicators and customer success metrics; facilitate customer health reviews and executive reporting; and monitor progress against goals and initiatives.
Promote accountability for customer outcomes across departments.
Identify friction points throughout the customer journey and lead cross-functional initiatives to improve customer outcomes and operational effectiveness.
Standardize successful practices and partner with business leaders to improve customer-facing processes and experiences.
Leverage automation, technology, and AI-enabled capabilities where appropriate to improve efficiency and customer outcomes.
Help define the future structure of the Customer Experience function, identify staffing needs, and support long-term organizational planning.
Recruit, onboard, coach, and develop future Customer Experience team members.
Establish team processes, performance expectations, and operational standards.
Foster a culture of customer advocacy, accountability, and continuous improvement, and champion customer-centric thinking throughout GDS.