Customer Experience Manager

at  SalesLoft

WHAT WE’RE LOOKING FOR:

We are seeking a team-oriented, results driven, and motivated innovator who is focused on getting feedback from our customers to help define how we should best serve them and deliver an exceptional experience. Specifically, you will be key to helping us measure NPS and finding ways to continually improve upon those results.
If you’re looking for an opportunity to learn more, do more, and become more, then becoming a Customer Experience Manager is the career path for you!

THE SKILL SET:

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• 6+ years of business experience in the customer experience field, demonstrating understanding of Professional Services, Customer Success and Customer Support operations in SaaS

• Passion for customers and partners and effective at designing and implementing experience KPI’s and other measures.
• Expertise in goal setting, project design, communication skills, driving for results and managing risks.
• Strong experience in partnering cross functionally with multiple departments to achieve outcomes.
• Strong analytical and quantitative skills; experience in using hard data and metrics to back up assumptions, recommendations, and driving actions.
• Outstanding in problem-solving, issue-resolution, ability to work in a deadline-driven work environment, attention to details and good multi-task skills.
• Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.
• A passion for defining and implementing scalable processes, coupled with a willingness to dive into tasks hands-on when necessary.
• Direct experience with customer operations systems: CRMs, Customer Success platforms, customer ticketing systems, and Business Intelligence tools.
• Proficiency with at least some of the tech stack, including Salesforce, Hook, AskNicely, Gainsight, Salesloft and Drift, is desirable.

• Design and optimize our systems and tools to deliver and measure the customer net promoter score.
• Review and analyze customer feedback to understand themes and trends to act upon.
• Share insights and details with key stakeholders across the organization outlining key actions recommended.
• Review the process regularly to find ways to improve and achieve more customer participation