Customer Experience Manager II

Key Responsibilities

• Manage day-to-day customer interactions, ensuring clear and consistent communication across all touchpoints.
• Handle escalations promptly and professionally, ensuring quick issue resolution and customer satisfaction.
• Conduct periodic business reviews (MBR, QBR, EBR) and ensure stakeholder alignment.
• Support planning for peak periods, including volume forecasting, resource planning, and system readiness.
• Track and report system performance metrics (hardware/software uptime, throughput, order accuracy).
• Use basic SQL and tools like Grafana and Power BI to analyze performance data and generate insights.
• Monitor dashboards for real-time system visibility and performance tracking.
• Own operational reporting and performance metric updates for internal and external stakeholders.
• Drive customer success metrics such as CSAT, NPS, and AMC renewals.
• Identify and implement initiatives to improve customer onboarding, adoption, and satisfaction.
• Document lessons learned, best practices, and enablement content for continuous improvement.
• Collaborate with Product, Solution Architecture, Support, and Program Management to deliver software enhancements and new features.
• Plan and coordinate system upgrades, patch deployments, and feature rollouts.
• Align with customers on change requests, scope, and delivery timelines.

Required Qualifications

• 4–6 years of experience in Customer Experience, Project Coordination, or Technical Account Management.
• Strong communication and stakeholder management skills.
• Familiarity with SQL and analytics platforms (e.g., Grafana, Power BI).
• Understanding of customer success metrics: CSAT, NPS, renewals.
• Experience or interest in warehouse automation, robotics, or supply chain preferred.
• Ability to thrive in a fast-paced, cross-functional environment.
• Passion for revolutionizing global customer experiences in the logistics and supply chain industry.

Equal Opportunity Statement

GreyOrange provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.