[Hiring] Customer Experience Manager @NWN Carousel

Role Description

The Customer Experience Manager role is responsible for overseeing delivery of services across their assigned portfolio. This role oversees end-to-end contract deliverables for each customer.

• Proactively manage customer experience across the lifecycle of our core offerings.
• Accurately forecast, track and report on all recurring service based customer engagements across our core offerings.
• Drive adherence to NWN best practices in the execution of all monitoring, management and lifecycle adoption services.
• Ensure proactive, timely and professional communications with customers throughout the managed solutions lifecycle.
• Ensure all offerings are delivered according to the outcomes and metrics defined in the value based customer engagement process.
• Proactively advocate for customers across the entire NWN organization.
• Manage the day to day workload of NWN engineers with a focus on customer outcomes, efficiency and accountability.
• Personally accountable for successfully delivering our core offerings with quality and consistency.
• Agile delivery of enhancements as needed.
• Case management oversight, managing escalation to ensure quality delivery.
• Work collaboratively with technical delivery teams to resolve problems.
• Other responsibilities as assigned.

Qualifications

• Bachelor’s Degree in Arts/Sciences (BA/BS) Undergraduate degree or equivalent work experience (Preferred).
• Minimum of seven years of experience in an operations management or engagement management role (Required).
• Familiarity of call flows, can interpret network designs, basic Cisco routing, switching and hosted collaboration.
• Possess strong organization skills.
• Must have the ability to develop and execute efficient and repeatable business processes.
• Excellent communication skill, both written and oral.
• Comfortable, poised, and affable with engineering, senior level executives, including NWN management.
• Proficiency in Service Now Product Suite.
• Vendor Management.
• ITIL Foundation Certification (Preferred).
• PMP (Preferred).
• Remote: Job duties are performed from the employee’s home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.
• Requires Travel - Yes.
• Requires Overtime - Yes.

Benefits

• Comprehensive benefits package including medical, dental, and vision plans.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• Income protection through disability and life insurance.
• 401(k) with company match.
• Unlimited PTO and paid company holidays.
• Hybrid/remote work options.
• Paid bonding leave for eligible employees.
• Employee discounts and access to our Employee Assistance Program (EAP).
• Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages.
• Legal and identity theft protection, pet insurance, supplemental life insurances.
• Referral bonuses and charitable donation matching.
• Allowances for eligible roles.