Customer Experience Manager

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

📋 Description

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

• Oversee the collection of surveys through live interactions, email, and responses gathered by project teams.

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

• Examine quantitative metrics such as CSAT and NPS to uncover trends, patterns, and issues.

• Evaluate and classify qualitative customer feedback to pinpoint recurring themes and challenges.

• Transform customer data into actionable insights.

• Monitor metrics against benchmarks and goals for customer experience.

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

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

• Craft narratives that link customer feedback to business outcomes.

• Lead customer experience review meetings with leaders within the organization.

• May involve up to 25% travel based on business requirements.

⛳️ Requirements

• A minimum of 3 years of experience in a customer experience position, professional services, or customer relationship management.

• Understanding of customer experience methodologies and industry best practices.

• Proficiency with CRM systems and platforms for managing customer feedback.

• Strong analytical abilities with a background in statistical analysis and reporting.

• Exceptional written and verbal communication skills.

• Experience in presenting to senior leadership and key stakeholders.

• Excellent time management skills with the ability to prioritize tasks and oversee engagement coverage effectively.

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

• Familiarity with AI tools to enhance operational process efficiencies.

• Valid legal authorization to work in Brazil; Caylent is unable to sponsor visa or work permit applications.

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

• Preferred: Understanding of AWS cloud offerings and solutions.

• Preferred: Knowledge of cloud industry trends and emerging technologies.

• Preferred: Basic data analytics skills; ability to interpret customer feedback data and suggest process improvements.

• Preferred: Entry or mid-level cloud certification, such as AWS Cloud Practitioner.

🏝️ Benefits

• 100% 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.

• Individual professional development plan.

• Annual stipend for Learning and Development.

• Opportunity to work with a fantastic global team within an exceptional corporate culture.