Customer Experience Manager, Strategic Accounts

About the Position:

The Strategic Customer Experience Manager will be responsible for managing existing relationships with dedicated large enterprise Customers and implementing Customer experience strategies that enhance satisfaction, improve engagement, and drive business growth. They will be responsible for proactively engaging and managing communications (internal and external) related to Customer service requests, security operations, data center maintenance and incident management while maintaining the highest levels of Customer satisfaction. They will have a proven record of excellent written and verbal communication skills, experience in data center operations and/or the telecommunications industry, is a self-starter and problem solver. Candidate will have the ability to work in a fast-paced environment with minimal requirement for task driven supervision.

What you do daily:

• Responsible for the overall direction, coordination, implementation, execution, control, and completion of specific projects ensuring consistency with company strategy, commitments, and goals 
• Design and execute Customer experience strategies that are aligned with business goals, focusing on Customer satisfaction, loyalty, and retention
• Drive project completion across multiple teams, anticipating and removing barriers to meet go-live target date 
• Prepare project status reports and keep team, management, Customers, and others informed of project status and related issues 
• Facilitate business and technical design sessions and case model design 
• Identify and map key Customer journeys across touchpoints, identifying pain points and opportunities to improve the Customer experience
• Serve as an advocate for the Customer within the company, ensuring customer needs are prioritized in decision-making processes
• Respond to all inbound support requests from Customers within industry leading response times
• Develop and distribute Customer communication of any service interruption, impairment and maintenance activities, including post-incident follow up
• Service order management of all new customer orders and assist with driving implementation efforts with the operations staff to ensure industry-leading standards
• Maintain all security standards for the Cologix data centers and its Customers
• Document all Customer communications within the Cologix CRM tool
• Proactively contact Customers to obtain feedback and disseminate information to appropriate Cologix teams
• Hold regular business reviews with Customers to ensure satisfaction throughout the entire company
• 25% business travel

 What makes you a good fit: (Qualifications)

• Education: Bachelor’s Degree
• Minimum of 4+ years of experience in Customer experience management, customer experience, or a related field, with a focus on strategy development
• A combination of education and experience is acceptable
• Strategic thinker with the ability to balance long-term vision with short-term execution
• Collaborative and team-oriented with a proactive approach to problem-solving
• Knowledge of telecommunications and data center operations preferred
• Ability to facilitate meetings using the tools associated with coordinating complex teams in various locations, time zones, etc.
• Managed technical process changes, implementations, and deployments to meet timelines 
• Ability to drive internal and external project accountability in a professional manner 
• Experience with requirement gathering analysis, design, and deployment management 
• Attention to detail with good organizational capabilities 
• Ability to prioritize with good time management skills 
• Can work independently and consistently achieve results 
• Excellent interpersonal, verbal and written, communication skills 
• Must be self-directed, understand the requirements, and take the initiative to complete tasks with little or no direction
• Experience interfacing with diverse groups
• Ability to work well in team environments and independently as necessary

***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or transfer sponsorship of an employment visa at this time, including CPT/OPT.***