Are you ready to redefine customer experiences for a global leader in intelligent automation?
I have a 100% REMOTE opportunity for a Customer Experience Manager to join an organization in Dallas/Fort Worth that's been at the forefront of AI-powered information processing, process intelligence solutions, etc. for years.
Work with a globally distributed team that values innovation, collaboration, and proactive customer care.
Your Role:
• Enterprise Support Management: Serve as the primary point of contact for enterprise customers, ensuring their support agreements are fulfilled and they receive maximum value.
• Customer Health Monitoring: Track and assess customer health using metrics like system performance, issue resolution times, and user adoption, proactively addressing concerns to enhance satisfaction and retention.
• Technical Support Coordination: Collaborate with internal teams to resolve customer issues promptly, escalating critical incidents as needed while keeping customers informed.
• Proactive Engagement: Conduct regular check-ins to understand evolving customer needs, provide guidance, and help customers maximize the value of their support contracts.
• Customer Advocacy: Represent the customer’s needs within the organization, influencing product development and service improvements.
• Contract Fulfillment: Ensure all deliverables in Enterprise Support contracts are met, including SLAs, response times, and other obligations.
• Feedback Loop: Gather and analyze customer feedback to drive continuous improvement in support services.
• Retention Focus: Maintain a strong focus on customer retention by resolving issues efficiently, identifying risks, and fostering long-term relationships.
• Reporting and Documentation: Maintain detailed records of customer interactions and service delivery, providing regular reports to internal teams and leadership.
What You’ll Need:
• Demonstrated experience in roles focused on customer success, account management, or technical support, ideally in B2B or enterprise-level settings.
• Familiarity with managing complex support agreements, ensuring adherence to SLAs, and meeting contractual commitments.
• Solid technical understanding with the ability to convey complex concepts to a variety of audiences, both technical and non-technical.
• Outstanding customer service abilities, with a proactive mindset for addressing challenges and enhancing customer satisfaction.
• Strong communication and relationship-building skills to foster trust and loyalty with key stakeholders.
• Experience leveraging customer analytics, support tools, and reporting systems to track performance and ensure excellent service delivery.
Preferred Qualifications:
• Experience with Enterprise Support Contracts: Previous experience managing enterprise support contracts in SaaS or technology environments.
• ITIL Certification: ITIL certification or equivalent experience in service management best practices.
• Technical Product Knowledge: Familiarity with automation, OCR, or similar SaaS products.
Benefits:
• Generous PTO
• Paid holidays and floating holidays, with increased holiday allowance based on tenure.
• Gym membership subsidy to support your wellness.
• Comprehensive medical and dental insurance.
• Pet insurance for your furry friends.
• Employee Assistance Program and College Savings Plan.
• 401(k) with up to 4% employer match.
This isn’t just a role - it’s an opportunity to elevate customer experiences for a global leader in intelligent automation. If you’re a proactive, customer-focused professional ready to make a meaningful impact, this is the position for you. Apply today and help shape the future of customer experience!
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About Camden Kelly
At Camden Kelly, we’ve built a reputation for connecting top tech talent with great companies across the United States. Whether you're scaling your team or hunting for a new opportunity, we’re your partner every step of the way.
We’re not just another recruiting firm. We live by our values—honesty, accountability, ethics, and reliability. We push ourselves daily to raise the bar and deliver better results, faster. Our competition? It’s not other firms—it’s ourselves, striving to improve for you.
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