The Senior Customer Experience Manager (CXM) is responsible for managing and developing customer relationships that promote retention and loyalty to deliver exceptional customer experience. Represent “the Voice of the customer” while serving as the point person for all business-related matters for an assigned portfolio of Denovo’s customers. Effectively manage processes, as well as internal and external resources, to ensure that we meet contractually established service level agreements for our customers.

Responsibilities:

  • Represent the voice of the customer back to Denovo
  • Stay in tune with customer satisfaction levels and support needs
  • Drive customer retention strategy to manage renewals, minimize churn and expand Denovo footprint
  • Establish and maintain effective communication with customers
  • Facilitate a cadence of scheduled and ad hoc status meetings and written status reports with customers
  • Understand existing customer’s business needs and assess opportunities to expand our services
  • Establish collaborative relationships with key customer executives and staff
  • Serve as a point of escalation for both the customer and Denovo
  • Understand contractual commitments for each customer
  • Manage scope of service delivery to ensure compliance to contracts
  • Coordinate customer and Denovo resources to conduct Strategic Business Reviews with customers
  • Play a key role in Denovo’s Change Control process for changes needed in the customer’s environment
  • Ensure accurate time reporting by Denovo resources and review invoices for accuracy
  • Ensure a smooth transition during new customer on-boarding, partnering with sales and delivery teams
  • Secure customer reference-ability and coordinate with marketing for customer reference programs
  • Drive participation in select marketing programs and events and secure customer approval for press releases
  • Create and manage Service Improvement Plans to improve customer satisfaction
  • Encourage customer participation in electronic customer satisfaction surveys

The estimated base salary range for this position: $100,000 – $130,000. The actual salary range is based on fair market value based on your geographical location, skills, and role requirements, and responsibilities. This position also offers a variable bonus based upon company and individual performance and employee stock options. This posted compensation is a good faith and reasonable estimate. Denovo reserves the right to adjust this range depending on the selected candidate’s qualifications. Denovo provides a comprehensive benefits package that includes, but is not limited to Medical, Dental, Vision, Life and Disability insurance, FSA (Health & Dependent Care), HSA, 401(k), PTO, Paid Holidays, as well as Supplemental Benefits for Accident, Critical Illness, Identity Theft, and Legal support.

Requirements

  • Excellent service-driven, customer-focused skills
  • Proven ability to collaborate with and manage cross-functional teams for optimal service delivery to the customer
  • Account management experience, preferably in an ERP and/or cloud hosting environment
  • Experience with successfully managing contract renewals that drive monthly recurring revenue
  • Demonstrated ability to develop strong working relationships at both executive and staff levels
  • Tangible examples of situations where sound and accurate judgment were exhibited
  • Proven ability to work effectively in both a team environment and independently
  • Excellent oral, written, and interpersonal communication skills
  • Strong time management skills and attention to detail
  • Exceptional troubleshooting and problem-solving abilities
  • Inspires respect and trust and motivates others to perform well
  • Four-year degree in related field strongly preferred
  • Strong background with Oracle solutions, such as Oracle EBS, JD Edwards, ERP Cloud
  • Experience managing customers hosted in public and private cloud infrastructure environments
  • Experience with Customer Relationship Management (CRM) software
  • Proven ability to absorb, master, and leverage emerging technologies
  • Talent for creatively utilizing technology, people, and processes to solve unique business problems

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