Senior Customer Experience Manager

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

📋 Description

• Collaborate with the Customer Experience Director and engage with various stakeholders throughout PointClickCare.

• Establish, manage, and assess the comprehensive customer experience.

• Persuade others to consider alternative perspectives.

• Foresee objections and guide others in addressing concerns or challenges.

• Manage ad hoc quantitative and qualitative research initiatives employing diverse research methodologies.

• Offer daily guidance and mentorship to both internal and external teams.

• Address intricate issues or problems that necessitate thorough analysis of situations or data.

• Incorporate best practices from one discipline with others while applying advanced technical expertise.

⛳️ Requirements

• Minimum of 7 years of hands-on experience in marketing research, specifically in defining and executing CX measurement protocols.

• Proven capability to influence business objectives aimed at enhancing the customer experience.

• Strong analytical skills with the ability to leverage data to influence stakeholders.

• Capacity to apply insights to both long-term strategic business challenges and everyday operational issues.

• Proficiency in Excel, PowerPoint, and Power BI.

• Bachelor's degree in business, mathematics, or a related scientific field.

• Familiarity with the healthcare sector.

• Prior successful experience in a SaaS environment.

🏝️ Benefits

• Benefits commence from Day 1.

• Retirement Plan Matching.

• Flexible Paid Time Off.

• Wellness Support Programs and Resources.

• Parental & Caregiver Leaves.

• Fertility & Adoption Support.

• Continuous Development Support Program.

• Employee Assistance Program.

• Allyship and Inclusion Communities.

• Employee Recognition.

• Bonus opportunities.

• In-office events including onboarding, team gatherings, and semi-annual and annual team meetings.