Customer Experience Manager
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Job Description
Customer Experience Manager analyzing customer feedback, CSAT, and NPS for Caylent, an AI-first cloud services company. Translating insights into reports and strategic recommendations.
Responsibilities:
- Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders
- Manage survey collection through live meetings, email, and project team-collected responses
- Ensure consistent data collection processes and maintain high response rates
- Analyze quantitative metrics such as CSAT and NPS to identify trends, patterns, and concerns
- Review and categorize qualitative customer feedback to identify recurring themes and pain points
- Synthesize customer data into actionable recommendations
- Track metrics against customer experience benchmarks and goals
- Create reports and dashboards communicating customer sentiment to leadership
- Present findings and recommendations to executives, department heads, and cross-functional teams
- Develop narratives connecting customer feedback to business impact
- Facilitate customer experience review meetings with organizational leaders
- May require up to 25% travel depending on business needs
Requirements:
- 3+ years experience in a customer experience role, professional services, or customers relationship management
- Knowledge of customer experience methodologies and best practices
- Experience with CRM systems and customer feedback management platforms
- Strong analytical skills with experience in statistical analysis and reporting
- Excellent written and verbal communication skills
- Experience presenting to senior leadership and stakeholders
- Excellent time management with the ability to prioritize tasks and manage engagement coverage workload
- Enthusiasm for working in a startup environment and the desire to engage with cross-functional departments
- Familiarity with using AI tools to drive operational process efficiencies
- Current legal authorization to work in Brazil; Caylent is not able to sponsor visa or work permit applications
- Preferred: Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools
- Preferred: Working knowledge of AWS cloud offerings and solutions
- Preferred: Knowledge and understanding of cloud industry trends and new technologies
- Preferred: Data analytics basics; viewing customer feedback data and proposing process changes
- Preferred: Entry or mid-level cloud certification, e.g. AWS Cloud Practitioner
Benefits:
- 100% remote work
- Generous holidays and flexible PTO
- Competitive phantom equity
- Paid for exams and certifications
- Peer bonus awards
- State of the art laptop and tools
- Equipment & Office Stipend
- Individual professional development plan
- Annual stipend for Learning and Development
- Work with an amazing worldwide team and in an incredible corporate culture
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