Customer Experience Manager

**Position Description**:
Title:
**Customer Experience Manager**

Reporting to:
**Sr. Manager, Global Customer Advocacy**

Department:
**Infrastructure**

**Location**:
**Atlanta, Miami**

The
**Customer Experience Manager** will strategically and proactively manage the accounts within the Premier account base in the US. Builds customer loyalty and consistently strengthens business relationships. Takes leadership of customer issues and drives through to resolution by working across the organisation, not only seeking improvements for one customer, but the entire customer base.

**Responsibilities**:

- To closely partner with the Account Manager and Technical Account Manager to insure a unified customer relationship and support environment.
- To work closely with named Premier customers to be their non-technical contact, ensuring that their experience is world class.
- To understand the customer’s business and how our products and services are utilized so as to assist in planning and forecasting future growth and lifecycle needs.
- Producing regular trending, analysis and reports for customers to demonstrate the performance of the service that we provide to them.
- To meet regularly with customers both face-to-face and over the phone to ensure that they continue to understand the value Aptum brings to their organisation, they stay up to date with Customer Advocacy initiatives, maintaining the close working relationship required to retain and grow their business.
- To work across all Aptum departments and regions to resolve customer issues.
- To use the customer’s feedback to create a view of areas that need improvement and action them appropriately.
- To assist with management and resolution of all CEM-related customer queries and issues through effective use of the Cherwell customer management solution.
- To work as part of a global Customer Advocacy team, supporting each other, sharing ideas, and taking the lead on specific improvement projects where appropriate.

**Strategic duties**
- To strive to ensure that all our customers have a great experience with Aptum, and where they do not to help identify ways in which we can improve.
- To drive up Customer Satisfaction scores from both NPS and CEM surveys.
- To manage the credits process such that it is policed and auditable, and to minimize credits in line with organizational goals.
- To assist in retention of Premier Accounts, ensuring customer churn is minimized in line with organizational goals.

**Company duties**
- Live by and promote the core values of the company, internally and externally.
- Undertake any other duties or projects that may be required from you from time to time.
- Follow all corporate processes, including the use of Salesforce for recording and tracking customer interactions and activities.

**Requirements**:

- Fluent in spoken and written English. Bilingual an asset.
- Customer obsessed.
- Able to communicate clearly and succinctly both verbally and in writing to all levels of customer, up to and including CxO.
- Dedicated to exceeding the expectations and requirements of internal and external customers.
- Works creatively to understand and solve customer issues.
- Builds strong partner relationships and responds promptly to customer inquires.
- Knows how businesses in the industry work, knowledgeable in current and possible future practices, trends, technology, and information affecting the business, organization and industry (economic, legal, etc.).
- Structures approaches to accomplishing work including setting priorities, planning, and coordinating multiple work activities to complete work efficiently; overcomes obstacles to accomplish goals.
- Has a desire to understand their customers’ businesses, what drives them, what is important to them, and how we fit into their operations, as well as understanding the larger environment in which they operate.
- Knows the competition, industry standards, emerging trends.
- Can discuss multiple aspects and impacts of issues, project them into the future, and pose future scenarios and mitigate for them.
- Approaches solutions with an understanding of cross-team, cross-function, and cross-business unit capability — systems, people, and processes — to achieve business results.
- Consults with other teams, functions, and business units when making decisions.
- Ability to make improvements in the organization to achieve positive change for customers.
- Team Player with the ability to work well under pressure.

**Person Specific**
- Passionate about customer success.
- Fast learner with strong analytical skills.
- Proactive, highly organized, able to manage a number of complex tasks or activities at the same time.
- Excellent active listening skills.
- Flexible and adaptable when facing tough situations.
- Finds it easy to build rapport and maintain a positive relationship with customers.
- Has perspective to look toward the broadest possible view of an issue or challenge
- Happy to