Customer Experience Manager

Remote - Canada Full-time Salary not specified
Customer Experience ManagerLocation:
Remote (Canada)
Responsibilities
Develop and implement strategies to improve customer interactions, product adoption, usage, loyalty, satisfaction, and retention.
Proactively engage customers to understand their needs, gather feedback, and promote product enhancements.
Build relationships with customer administrators and advise them on platform adoption and best practices.
Represent Cority in customer user groups and communities, and build long-term customer partnerships.
Lead online training sessions and improve customer learning through release videos, webinars, and round tables.
Coordinate the Learn & Connect series, including scheduling, participation, and topic selection.
Oversee the Net Promoter Score program, including surveys and follow-up on responses.
Develop the customer reference program and track reference engagements.
Collaborate with Sales, Operations, Support, Product, IT, Marketing, and Professional Services on customer experience initiatives.
Qualifications
Strong communication, problem-solving, relationship-building, organization, and presentation skills.
Experience building relationships with customer administrators and representing an organization to external customer groups.
Ability to analyze data and provide actionable customer experience insights.
Demonstrated ability to improve customer engagement, retention, and satisfaction.
Ability to learn new solutions and technology and work in a fast-paced, agile environment.
Post-secondary education in a related field such as business, software development, health and safety, or information technology.
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