Customer Experience Manager (OEM Infrastructure)

About the role

The Customer Experience Manager (CXM) will champion customer experiences, mapping the end-to-end journey from order configuration to post-sales support, and collaborating with various teams to optimize processes and enhance customer satisfaction.

Responsibilities

• Map the customer journey and identify friction points to optimize the experience.
• Lead the collection and analysis of customer feedback using NPS, CSAT, and direct interviews to drive actionable insights.
• Partner with Product Management, Technical Support, and Supply Chain to resolve complex issues and improve product reliability.
• Engage with high-value enterprise customers to understand their infrastructure needs and serve as a strategic partner.
• Guide teams in resolving critical customer issues and act as the final point of escalation.
• Define and monitor KPIs related to customer experience, reporting regularly to senior leadership.

Requirements

• Experience: 5+ years in customer success, customer experience, or account management, preferably in a B2B technology or hardware OEM setting.
• Technical Familiarity: Understanding of enterprise IT infrastructure (servers, storage, networking switches) is desirable.
• Data Analysis: Proficiency in CRM tools and experience analyzing both qualitative and quantitative data.
• Communication: Exceptional verbal and written communication skills, influencing cross-functional teams.
• Education: Bachelor’s degree in Business, Marketing, IT, or a related field.

Qualifications

• Knowledge of Net Promoter Score (NPS) improvement strategies.
• Experience reducing customer churn rates.
• History of increasing customer satisfaction scores (CSAT).
• Experience decreasing time-to-resolution for support tickets.

Skills

• Strong analytical skills.
• Excellent interpersonal and communication skills.
• Ability to work effectively in a cross-functional team environment.

Benefits

Not specified.

Pay

Not specified.

Schedule

Remote position with travel as necessary.