Senior Customer Experience Manager

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

📋 Description

• Accountable for enhancing client value, facilitating adoption, and ensuring retention throughout the entire customer journey.

• Establish, nurture, and expand profitable long-term relationships with clients.

• Create, document, and assist in implementing Customer Success Plans.

• Offer monthly and quarterly assessments on customer health and potential risks.

• Propel customer adoption of the SaaS products offered by Aspire.

• Oversee the Lifecycle Incentives (LCI) program from start to finish.

• Initiate and guide a new Customer Experience practice aimed at promoting client adoption of Microsoft collaboration tools.

• Develop and manage feedback systems to ensure the delivery of high-quality services.

• Collaborate effectively across departments with both internal and external executive management.

⛳️ Requirements

• A Bachelor’s Degree or at least 5 years of equivalent professional experience is required.

• A minimum of 3 years of experience in technology-based consulting or similar industry experience.

• Background in Sales, particularly in a client support role within a technology-oriented organization, experience in annuity sales, or another customer success position.

• Capability to forge strong relationships with users, customers, and internal communities.

• Proficiency in the Cisco Portfolio.

• Familiarity with the Microsoft Portfolio.

• CSM Certification.

• Exceptional verbal and written communication skills, with the ability to engage audiences at all levels, including strong client-facing capabilities.

• Demonstrated ability to create and document playbooks and adoption processes across all supported architectures, including the maintenance of current materials and driving continuous improvement.

🏝️ Benefits

• Health insurance

• 401(k)

• Paid time off

• Professional development opportunities

• Flexible work arrangements