As the Customer Experience Manager, you will be responsible for all inbound post-sale customer queries, triage issues to the appropriate teams, manage escalation communications, and address non-bug-related issues such as product experience feedback, general usage queries and integration support. You will ensure a high-quality customer experience and drive customer success.
Responsibilities:
- Manage all inbound post-sale customer queries and triage them to appropriate teams
- Handle escalation communications and coordinate with support engineering to resolve issues
- Address non-bug-related issues, including product experience feedback and general usage queries
- Provide strategic guidance to customers to help them maximize the value of the product
- Identify and implement process improvements to enhance efficiency and effectiveness
- Develop and maintain a comprehensive knowledge base
- Regularly engage with customers to understand their needs and goals
- Monitor customer health metrics and proactively address potential issues
- Work closely with sales, product, and support teams to ensure a seamless customer experience
Requirements
- Several years of experience in customer support and/or customer success within an enterprise SaaS company
- Strong leadership and team management skills
- Understanding of SaaS products and related technologies
- Strong customer service orientation and problem-solving skills
- Excellent verbal and written communication skills
- Proficiency in using data and analytics to drive decisions
- Experience in project management
- Bachelor's degree in a relevant field; advanced degree is a plus