[Hiring] Senior Customer Experience Manager @Aspire Technology Partners, LLC.

Role Description

The Senior Customer Experience Manager (CXM) is responsible for driving client value, adoption, and retention across the full customer journey. Serving as the voice of the client within Aspire Technology Partners and a key liaison in partnership with the account teams, this role preserves and grows accounts by building profitable long-term relationships and continuously improving the customer experience.

The Senior CXM accelerates adoption of SaaS products sold by Aspire, leads clients through Strategic Business Reviews, and develops the Customer Success and Business Outcomes Plans that tie measurable KPIs to client success. Working across multiple departments, the role surfaces client concerns and end-user feedback to inform product enhancements, manages the Lifecycle Incentives (LCI) program, and develops new CX offerings along with the playbooks and best practices that scale Aspire’s Customer Experience practice.

The ideal candidate has experience supporting multiple small to mid-sized enterprises, a track record of exceptional customer care, strong communication, project management, and analytical skills, working knowledge of the Cisco portfolio, and a proven ability to work cross-functionally with senior-level management.

Qualifications

• Bachelor’s Degree or 5+ years of equivalent professional experience required
• 3+ years of experience focused in technology–based consulting or equivalent industry experience
• Experience in a Sales, with a specialization as a client support role within a technology focused organization, a background in annuity sales, or other customer success role
• Ability to develop strong relationships with the user/customer/internal communities
• Bachelor’s degree or above (preferred)
• Expertise of Cisco Portfolio (preferred)
• Knowledge of MSFT Portfolio (preferred)
• CSM Certification (preferred)
• Prior Experience in SaaS, Sales, or customer-facing positions (preferred)

Requirements

• Demonstrated professional growth and a proven ability to work effectively across functions and teams
• Exceptional client service orientation, with strong relationship management, communication, project management, and strategic analytical skills
• Experience reporting to and partnering with senior-level management
• Outstanding verbal and written communication skills, with the ability to engage audiences at all levels, including strong client-facing abilities
• Working knowledge of the Cisco portfolio
• Proven ability to develop and document playbooks and adoption processes across all supported architectures, including maintaining current materials and driving continuous improvement

Benefits

• Build, maintain, and grow profitable long-term relationships with clients
• Act as the voice of the client within Aspire Technology Partners
• Proactively monitor customer engagement through regular client interactions
• Develop, document, and support the execution of Customer Success Plans
• Lead clients through Strategic Business Reviews
• Provide monthly and quarterly customer health and risk assessments
• Gather initial intake information from contacts, referrals, or clients
• Execute customer calls and emails with quality, care, empathy, and professionalism
• Accelerate customer adoption of SaaS products Aspire sells
• Identify pain points and drive continuous process improvement
• Manage the Lifecycle Incentives (LCI) program end to end
• Establish and lead a new Customer Experience practice focused on Microsoft collaboration tools
• Create and manage feedback mechanisms to ensure service quality
• Work effectively across departments with internal and external executive management
• Attend sales and engineering meetings to educate teams on Aspire’s CX offerings
• Participate in onsite and offsite events to promote Aspire’s Customer Experience
• Embrace the Aspire culture by supporting colleagues