Remote - Canada Full-time Salary not specified
Customer Experience Manager
Location: Remote (Canada)
Responsibilities
- Develop and implement strategies to improve customer interactions, product adoption, usage, loyalty, satisfaction, and retention.
- Proactively engage customers to understand their needs, gather feedback, and promote product enhancements.
- Build relationships with customer administrators and advise them on platform adoption and best practices.
- Represent Cority in customer user groups and communities, and build long-term customer partnerships.
- Lead online training sessions and improve customer learning through release videos, webinars, and round tables.
- Coordinate the Learn & Connect series, including scheduling, participation, and topic selection.
- Oversee the Net Promoter Score program, including surveys and follow-up on responses.
- Develop the customer reference program and track reference engagements.
- Collaborate with Sales, Operations, Support, Product, IT, Marketing, and Professional Services on customer experience initiatives.
Qualifications
- Strong communication, problem-solving, relationship-building, organization, and presentation skills.
- Experience building relationships with customer administrators and representing an organization to external customer groups.
- Ability to analyze data and provide actionable customer experience insights.
- Demonstrated ability to improve customer engagement, retention, and satisfaction.
- Ability to learn new solutions and technology and work in a fast-paced, agile environment.
- Post-secondary education in a related field such as business, software development, health and safety, or information technology.
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Customer Experience Manager employer: Skillhub Solutions Inc.
Scotiabank is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation thrives and employees are empowered to grow. As a Technical Lead in the GWMS Digital Client Services team, you will benefit from comprehensive professional development opportunities, competitive compensation, and a collaborative environment that values your contributions. Located in a vibrant city, Scotiabank offers unique advantages such as access to cutting-edge technology and a commitment to employee well-being, making it a rewarding place to advance your career.
