Customer Experience Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Experience Manager analyzing CSAT, NPS, and feedback for Caylent, an AI-first cloud services company. Translating customer sentiment into strategic recommendations and leadership reporting.
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 areas of concern
- Review and categorize qualitative customer feedback to identify recurring themes and pain points
- Synthesize complex customer data into clear, actionable recommendations
- Track metrics against customer experience benchmarks and goals
- Create comprehensive 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
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
- Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools
- Working knowledge of AWS cloud offerings and solutions
- Knowledge and understanding of cloud industry trends and new technologies
- Data analytics basics; viewing customer feedback data and proposing process changes
- Current legal authorization to work in the country where this position is located; Caylent is not able to sponsor visa or work permit applications
Benefits:
- 100% remote work
- Medical Insurance for you and eligible dependents
- 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
Similar Jobs
Customer Experience Manager
Customer Experience Manager analyzing customer feedback, CSAT, and NPS for Caylent, an AI-first cloud services company. Delivering dashboards and recommendations that improve satisfaction and loyalty.
Customer Experience Manager
Customer Experience Manager analyzing customer feedback, CSAT, and NPS for Caylent, an AI-first cloud services company. Translating insights into reports and strategic recommendations.
Customer Experience Representative I
Customer Experience Representative supporting Record Hub users for Datavant’s healthcare data collaboration platform. Resolving inquiries through phone, email, and chat while documenting and escalating issues.
Customer Service Associate
Customer Service Associate providing email, phone, and live-chat support for Kotis Design. Managing client requests, orders, CRM records, and administrative coordination.
Director, Customer Support
Customer Support Director leading teams, escalations, metrics, and AI-enabled service improvements at Aumentum Technologies. Strengthening customer relationships and retention across its software customer base.
Customer Support Representative
Customer Support Representative supporting manufacturers’ hardware and network issues for AssetWatch’s predictive maintenance platform. Managing multichannel cases and coordinating long-term customer solutions.
Customer Support Specialist
Customer Support Specialist resolving user inquiries for Liven’s self-discovery and well-being ecosystem. Providing ticket and call support to English-speaking users worldwide and escalating product issues.
Lead Product Manager, Customer Experience – EMR Integrations
Lead Product Manager driving Myriad Genetics’ EMR-integrated genetic testing experiences. Shaping Epic interoperability, clinical workflows, product strategy, and customer outcomes.
L1 IT Customer Support, German, English
L1 IT Customer Support resolving Windows, Outlook, internet, application, and hardware issues for Everience’s AI-augmented digital services. Supporting customers in German and English via phone, email, and chat.
Customer Support Specialist – Fintech, Crypto Payments
Customer Support Specialist supporting users of a fintech and digital assets platform. Troubleshooting crypto card payments, transactions, verification, and account issues.
Customer Support Specialist – Fintech, Crypto Payments
Customer Support Specialist supporting users of a fintech and digital assets platform. Resolving crypto card, payment, verification, and transaction issues remotely.
Client Support Specialist
Client Support Specialist supporting K–12 schools using Finalsite’s websites, communications, and enrollment platform. Troubleshooting client issues through ticketing, phone, chat, and social channels.
Customer Service Representative
Part-time remote Customer Service Representative serving Aspira’s outdoor-resources reservation platform. Handling reservations, permits, purchases, and customer inquiries for Maryland residents.
Customer Care Coordinator
Remote Care Coordinator supporting Wellspect’s urology and bowel-management patients. Managing intake, documentation, product education, and healthcare-provider coordination across the United States.
Customer Service Representative
Remote Customer Service Representative handling high-volume delivery, payment, billing, and transaction calls. Supporting TEKsystems during its busiest season.
Utility Customer Service Representative
Remote customer service representative handling utility billing, payments, deliveries, and emergency inquiries for TEKsystems. Supporting high-volume seasonal calls with CX1/NICE and Cargas systems.
Customer Service Representative
Remote UKVI customer service representative supporting Teleperformance’s government visa and immigration campaign. Handling inbound calls and emails while guiding customers to official information and tools.
Customer Service Advisor – Midnights Team
Customer Service Advisor supporting small businesses via phone, email, and live chat. Resolving customer issues for Capital on Tap’s fintech platform during fixed midnights shifts.
Customer Support – English-Speaking Markets, Afternoon Shift
Customer Support Specialist supporting English-speaking wellness clients through bsport’s booking, payroll, marketing, and operations platform. Handling afternoon chat and email coverage for North American markets.
Atención al Cliente
Asesor de ventas remoto para nueva compañía telefónica en Lima. Contactando clientes, brindando asesoría y cerrando ventas para Konecta.