Customer Experience Manager

🔥 6 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Caylent

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 Private Equity Round on 2022-11

Consulting • Logistics • Marketing

Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using AWS. As a premier AWS consulting partner, Caylent specializes in DevOps-as-a-Service, IaaS, DevOps, SaaS, and various cloud technologies including Amazon Web Services and Google Cloud Platform. The company focuses on empowering organizations through technology to thrive in a software-defined world and drive innovation.

📋 Description

• 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

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