Customer Experience Manager
hace 7 meses
We're looking for a **Customer Experience Manager** to join the team and be responsible for the overall management of global client contracts, overseeing the development and implementation of strategies to improve the overall customer experience. You will work closely with cross-functional teams such as Network, DevOps, Marketing, and Sales to ensure that customer needs are being met and exceeded. You will also be responsible for monitoring customer metrics and identifying areas of improvement, acting as a bridge between the global client and technical teams by establishing a proper governance structure to ensure quality, timeliness, and accuracy of the support resulting in an increase in client satisfaction.
**Core Responsibilities**
- Develop and implement strategies to improve the overall customer experience
- Develop and implement customer service policies and procedures
- Develop ongoing customer engagement, providing opportunities for increased product adoption and training
- Develop reports and presentations to communicate findings and recommendations to stakeholders
- Monitor overall client health and identification for any potential renewal risks
- Collaborate with cross-functional teams to ensure that customer needs are being met and exceeded
- Maximize customer loyalty and satisfaction with key customer stakeholders
- Act as a second-level support contact for global clients
- Manage the client relationship during all periods of support escalations
- Manage and/or escalate any impediments that the customer is reporting
- Understand client contracts in detail (including scope and local delivery models) for a broad range of clients.
- Identify, assess, and handle risks to the success of the project
- Maintain continuity of technical knowledge that is significant to the successful operation of the customer base
- Support the management of debtor days and resolve any issues causing late payments.
- Deal effectively with ambiguous and unstructured problems and situations
- Train and manage a team of customer service representatives to ensure that customers receive excellent service
- Stay up-to-date on industry trends and best practices in customer experience analysis and design
**Requirements**:
- Advanced level of English
- Intermediate / Advanced level of Portuguese
- 5 years of experience in Service Management
- Telecommunication experience
- Technical knowledge of the company's policies, procedures, and services (Strong network and cloud knowledge)
- Proactive problem-solving mentality, facilitating discussion, decision-making, and conflict resolution.
- Excellent communication and collaboration skills
- Excellent people skills
- Ability to work independently and manage multiple projects simultaneously
**Desired Skills/Experience**:
- Bachelor's degree in Telecommunication, Electronics, Systems Engineering, or related fields
- ITIL 4 Certification
- Project Management Related Certification (PMP, Agile)
- Customer Experience / Success Certification (CCXP)
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