Customer Experience Manager

Job Summary

Managing the day-to-day execution of customer implementations and onboarding processes, the full-time remote Customer Experience Manager will oversee the Implementation team, ensuring successful customer launches and effective communication across departments.

Key responsibilities

• Manage and develop the Implementation team through coaching, performance evaluations, and setting clear expectations for quality and communication
• Oversee the implementation process from Sales handoff to go-live, ensuring all customer requirements are documented and met
• Collaborate with Sales and other departments to align implementation timelines and resolve any gaps between commitments and capabilities

Required qualifications

• Proven experience in team management and development, particularly in a customer-facing environment
• Strong understanding of implementation processes and project management methodologies
• Experience in cross-functional collaboration, particularly with Sales, Product, and Customer Success teams
• Ability to analyze performance metrics and implement process improvements
• Familiarity with customer relationship management tools and platforms