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Client Experience Manager
2 weeks ago
Reporting to the Sr. Director, Solution Architecture and Customer Success, the Client Experience Manager (CEM) will be responsible for ensuring the success and satisfaction of our customers. The CEM will serve as the primary point of contact for all day-to-day customer issues, building strong relationships, understanding our customers’ needs, and working closely with internal teams to deliver exceptional service. The CEM's goal will be to drive customer retention, expansion, and advocacy by proactively managing the customer lifecycle and delivering exceptional customer experiences.
**Responsibilities**:
- Build and maintain strong relationships with customers, acting as their trusted advisor and advocate within the company
- Develop and execute strategic account plans to drive customer success, retention, and expansion
- Maintain customer documentation outlining information about the customer and their services
- Collaborate with cross-functional teams, including Sales, Operations, and Product, to ensure seamless onboarding, implementation, and ongoing support for customers
- Conduct quarterly business reviews with customers to assess their satisfaction, address concerns, and identify opportunities for improvement
- Proactively monitor customer health and engagement, taking appropriate actions to mitigate risks and drive customer success
- Identify and escalate customer issues and complaints to relevant internal teams, ensuring timely resolution and effective communication
- Oversee downgrades, upgrades of services and customer moves
- Collaborate with Sales to identify upsell and cross-sell opportunities, driving revenue growth within customer accounts
- Serve as the voice of the customer within the organization, providing feedback and insights to inform product development, service enhancements, and process improvements
- Update all activity in CRM and shared Reporting Tools
**Education & Experience**:
- Proven experience in customer success or account management, preferably within the telecommunications industry.
- Post-secondary education in Business, Information Technology or relevant field.
- Previous experience working with SalesForce is considered an asset.
**Skills & Abilities**:
- Strong interpersonal and communication skills, with the ability to build rapport and effectively engage with customers at all levels of an organization
- Excellent problem-solving and decision-making abilities, with attention to detail
- Demonstrated ability to manage multiple customer accounts simultaneously, prioritize tasks, and meet deadlines
- Proactive and customer-centric mindset, with a passion for delivering exceptional customer experiences
**What We Offer**:
TERAGO encourages a healthy balance between life and work and has designed a compelling and competitive package to meet your needs. This includes:
- Remote Work
- A comprehensive benefits package starting day 1
- Generous vacation entitlements
- Flexible work schedules
- A dynamic and fun work environment
- Group RRSP
- Employee Share Purchase Plan with a corporate discount
