Customer Experience Manager

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Collaborate with Engagement leadership to organize regular Customer Review meetings with customer stakeholders.

• Oversee survey collection via live meetings, email, and responses gathered by project teams.

• Ensure uniform data collection methods and sustain high response rates.

• Examine CSAT and NPS metrics to uncover trends, patterns, and areas of concern.

• Analyze and categorize qualitative customer feedback to pinpoint recurring themes and challenges.

• Transform customer data into actionable recommendations.

• Monitor metrics in relation to customer experience benchmarks and objectives.

• Generate reports and dashboards that communicate customer sentiment to leadership.

• Present insights and recommendations to executives, department heads, and cross-functional teams.

• Develop narratives that link customer feedback to business outcomes.

• Lead customer experience review meetings with organizational leaders.

• Travel up to 25% based on business requirements.

⛳️ Requirements

• Over 3 years of experience in a customer experience role, professional services, or customer relationship management.

• Familiarity with customer experience methodologies and best practices.

• Proficient in CRM systems and customer feedback management platforms.

• Strong analytical abilities, with experience in statistical analysis and reporting.

• Exceptional written and verbal communication skills.

• Experience in presenting to senior leadership and stakeholders.

• Excellent time management skills, with the ability to prioritize tasks and handle engagement coverage workload.

• Passion for working in a startup environment and eagerness to collaborate with cross-functional teams.

• Knowledge of AI tools to enhance operational process efficiencies.

• Proficiency in survey platforms (such as Qualtrics, SurveyMonkey, etc.) and data visualization tools.

• Basic understanding of AWS cloud offerings and solutions.

• Awareness of cloud industry trends and emerging technologies.

• Fundamental data analytics skills; capable of reviewing customer feedback data and suggesting process improvements.

• Entry or mid-level cloud certification, for instance, AWS Cloud Practitioner.

• Must have current legal authorization to work in Argentina; Caylent cannot sponsor visa or work permit applications.

🏝️ Benefits

• Payment in USD.

• Fully remote work.

• Generous holidays and flexible PTO.

• Competitive phantom equity.

• Coverage for exams and certifications.

• Peer bonus awards.

• State-of-the-art laptop and tools.

• Equipment & Office Stipend.

• Personalized professional development plan.

• Annual stipend for Learning and Development.

• Collaborate with an outstanding global team and experience an exceptional corporate culture.