Senior Manager Customer Experience Lead

1 month ago

Ottawa, Ontario, Canada Cari Full time
Customer Success Excellence at Cari

At Cari, we're driven by a passion for customer satisfaction and success. Our Senior Manager Customer Experience Lead plays a pivotal role in ensuring our customers achieve their goals through exceptional engagement experiences.

Key Responsibilities:

  • Manage day-to-day operations of the Customer Success team, fostering a culture of excellence and service orientation.
  • Anticipate, plan, and manage resourcing requirements to optimize satisfaction and workloads for Customer Success teams.
  • Develop and review management teams through performance management and training initiatives.
  • Promote a congenial, productive, collaborative, and service-oriented work culture.
  • Work with cross-functional teams to support escalations as required.
  • Establish and refine consistent management standards across the Customer Success organization.
  • Track and report on important business KPIs through data analysis, providing actionable insights and recommendations.
  • Collaborate with internal groups to ensure alignment on special projects and execution.
  • Stay current with regulatory updates to best support the team and customers.
  • Collaborate on process improvements and shared team goals with Supplier Success, Sales, and Data Management.

Requirements:

  • 5-8 years of experience in customer success management, consulting, or project management.
  • Strategic and business-minded, with excellent time management and organizational skills.
  • A strong team player with excellent communication skills.

About Cari:

We're committed to diversity, equity, and inclusion, recruiting and retaining team members from diverse backgrounds and experiences. We foster a culture of belonging where all team members are included, treated with dignity and respect, and placed in positions to contribute to business success.

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