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.
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