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creating 21st century user experience on any web based enterprise software

CX Manager

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Position

· Manage CEM programs and platforms such as Medallia, bringing technology, CX, and business expertise

· Manage client relationships on an ongoing basis and be responsible for overall customer experience on the platform - be their trusted advisor on all things Medallia and CX

· Manage customer expectations, deliverables, and relationships with various users and sponsors, report progress, extract and present value added insights from the Excers product suite

· Educate and train customers to successfully use CEM and provide product and subject matter expertise to support adoption and increase product usage

· Lead team members to design, configure and build end to end feedback programs, including Surveys and Customer Specific Reports

· Collaborate and partner effectively with other Excers and Medallia teams such as Sales, Services, Support and Product etc. to ensure an exceptional client experience

· Be a champion of Customer Success, embrace company objectives to deliver on impact while inspiring others to do the same

· Manage client issues and general inquiries that result in escalation to other teams

· Learn constantly and grow your expertise


Requirements



· 3-4 years of Customer Success Management, CX or CEM platform experience

· Experience managing enterprise projects, clients, and deployment teams

· Ability to quickly identify and address risks as well as growth opportunities

· Strong verbal and written English language skills with ability to communicate credibly and professionally with a broad spectrum of clients

· Basic knowledge of JavaScript, CSS and XML

· Experience balancing multiple customer facing projects/priorities at once

· Passionate when it comes to figuring out solutions to different challenges

· Demonstrated success in Leadership

· Self-motivated and always looking for improvement opportunities

· Competitive and driven to continuously out-perform

· Knowledge of the industry and market

· Ability to thrive and grow in an ever-changing, fast-paced environment, with a focus on impact through execution
Location
Atlanta
Job type
Full-time
Visa sponsorship
Not Available
Experience
5+ years
Hiring contact

Excers at a glance

creating 21st century user experience on any web based enterprise software

Excers focuses on Mobile, Enterprise Software, and Information Technology. Their company has offices in Dallas. They have a small team that's between 11-50 employees.

You can view their website at http://www.excers.com