Customer Experience Manager

Caylent

11d•$83,000 - $102,000•Remote

About The Position

Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using Amazon Web Services (AWS). We provide a full-range of AWS services including workload migrations and modernization, cloud native application development, DevOps, data engineering, security and compliance, and everything in between. At Caylent, our people always come first. We are a global company and operate fully remote with employees in Canada, the United States, and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien! The Mission We are seeking a detail-oriented Customer Experience (CX) Manager to join our team and drive customer satisfaction initiatives through data collection, analysis, and strategic reporting. This role focuses on capturing the voice of the customer and translating feedback into actionable insights that inform business decisions and improve customer experiences. This role offers the opportunity to be the voice of the customer within our organization and directly influence strategic decisions that enhance customer satisfaction and loyalty.

Requirements

3+ years experience in a customer experience role, professional services, or customers relationship management
Strong analytical skills with experience in statistical analysis and reporting
Excellent written and verbal communication skills
Experience presenting to senior leadership and stakeholders
Excellent time management with the ability to prioritize tasks and manage engagement coverage workload
Enthusiasm for working in a startup environment and the desire to engage with cross-functional departments

Nice To Haves

Experience with CRM systems and customer feedback management platforms
Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools
Knowledge of customer experience methodologies and best practices
Working knowledge of AWS cloud offerings and solutions
Knowledge and understanding of cloud industry trends and new technologies
Data analytics basics; viewing customer feedback data and proposing process changes
Entry or mid-level cloud certification, e.g. AWS Cloud Practitioner

Responsibilities

Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders
Manage survey collection through various channels including live meetings, email and project team collected responses
Ensure consistent data collection processes and maintain high response rates
Analyze quantitative metrics (CSAT, NPS) to identify trends, patterns, and areas of concern
Review and categorize qualitative customer feedback to identify recurring themes and pain points
Synthesize complex customer data into clear, actionable recommendations
Track metrics against customer experience benchmarks and goals
Create comprehensive reports and dashboards that communicate customer sentiment to leadership
Present findings and recommendations to executives, department heads, and cross-functional teams
Develop compelling narratives that connect customer feedback to business impact
Facilitate customer experience review meetings with organizational leaders