Customer Experience Manager

Customer Experience Manager

The Customer Experience Manager owns the full customer lifecycle, merging customer experience leadership with structured project delivery to ensure successful onboarding, execution, service performance, and continuous improvement.

• Onboard new service customers using structured project plans.
• Serve as primary escalation point and drive issue resolution.
• Lead cross-functional communication across internal teams.
• Monitor and report on customer KPIs and implement improvement plans.
• Track and manage customer-impacting projects.
• Develop customer action plans for service quality and performance.
• Identify risks and execute mitigation strategies.
• Conduct periodic customer reviews and present updates.
• Use PM and CRM tools to track progress and milestones.
• Identify churn risks and collaborate to retain customers.
• Drive continuous improvement in processes and service delivery.

Responsibilities

• Onboard new service customers using structured project plans.
• Serve as primary escalation point and drive issue resolution.
• Lead cross-functional communication across internal teams.
• Monitor and report on customer KPIs and implement improvement plans.
• Track and manage customer-impacting projects.
• Develop customer action plans for service quality and performance.
• Identify risks and execute mitigation strategies.
• Conduct periodic customer reviews and present updates.
• Use PM and CRM tools to track progress and milestones.
• Identify churn risks and collaborate to retain customers.
• Facilitate internal and customer-facing meetings.
• Cook up scheduling and field service workflows.
• Drive continuous improvement in processes and service delivery.

Who We're Looking For

• A college or university diploma or equivalent.
• A minimum of 5 years of professional experience in Customer Support or Customer Service roles (or similar).
• Proven experience as a customer support specialist, preferably within a similar environment.
• Proficiency in English.
• Working knowledge of customer service software, databases and tools.
• Alignment with our company's values.
• Value Added Skillsets:
  • Proven ability to coordinate or manage technical rollout projects.
  • Business acumen and technical understanding of payment systems and technologies.
  • Understanding of project management/coordination.
  • Service of Salesforce working knowledge.
  • Microsoft products (Teams, Outlook, Power Point, Excel).
• Ability to thrive as individual and part of a team.
• Communicator, ensuring teams remain on task and informed.
• Decision-Making Skills: You have a reputation for making quality decisions and sticking to them.
• Facilitator: You are good at negotiating win-win solutions for CPI and our customers.
• Flexible: You are comfortable wearing many hats and able to shift priorities as needed.
• Good listener: You allow others to express themselves and try to understand others before expressing self.
• Organized: You assemble all necessary materials and information before starting a task.
• Team Player: You are approachable, and willing to follow, or lead based on the team’s need.
• Quality oral and written communication: Your oral and writing is concise and descriptive, and you believe it is necessary to “overcommunicate” service project status/updates.

What We're Offering

• Competitive salaries.
• Generous paid time off, including sick and holiday.
• Flexible work environments.
• Medical, dental, & vision insurance.
• 401K with Company contribution.
• Flexible spending accounts.
• Life insurance and disability benefits.