Dedicated Customer Experience Manager

Customer Experience Manager (Dedicated Enterprise Account)

We are seeking a Customer Experience Manager (CEM) to serve as the primary point of contact and trusted advisor for a dedicated enterprise client. This highly visible role is responsible for driving customer satisfaction, overseeing service delivery, ensuring contractual success, and fostering long-term client partnerships.

The ideal candidate will have experience managing enterprise IT services, customer success initiatives, and executive-level relationships while collaborating closely with technical, delivery, and sales teams to achieve business outcomes.

Key Responsibilities

• Act as the primary customer advocate and strategic partner for a dedicated enterprise client.
• Build strong relationships with client stakeholders, including technical teams and executive leadership.
• Conduct regular onsite and virtual meetings to review service performance, priorities, and strategic objectives.
• Lead Monthly Service Reviews (MSRs) and Executive Business Reviews (EBRs).
• Develop and maintain customer success plans aligned with business goals and contractual commitments.

Service Delivery & Customer Success

• Oversee the successful delivery of contracted managed services and subscription-based offerings.
• Ensure service delivery aligns with established SLAs, KPIs, and customer expectations.
• Monitor customer satisfaction metrics, identify improvement opportunities, and drive corrective actions when needed.
• Manage escalations and coordinate cross-functional teams to ensure timely resolution of service issues.
• Drive continuous service improvement initiatives that enhance business value and customer outcomes.

Platform Adoption & Operational Excellence

• Promote adoption and utilization of customer experience and service management platforms.
• Facilitate onboarding, training, and enablement activities for client stakeholders.
• Track customer engagement, service utilization, and contractual entitlements.
• Manage contract true-ups, service changes, and related documentation.
• Maintain action-item tracking, service improvement plans, and customer activity records.

Cross-Functional Collaboration

• Partner with engineering, operations, project delivery, support, and sales teams to ensure a seamless customer experience.
• Communicate customer feedback and business requirements to internal stakeholders.
• Support service enhancements and process improvements that drive measurable business outcomes.

Required Qualifications

• 5+ years of experience in Customer Success, Customer Experience, Service Delivery, Engagement Management, Operations Management, or a related client-facing role.
• Proven success managing enterprise customer relationships and executive-level communications.
• Strong project coordination, organizational, and process improvement skills.
• Excellent written, verbal, and presentation skills.
• Ability to prioritize multiple initiatives while maintaining a high level of customer satisfaction.
• Experience working collaboratively with both technical and business stakeholders.

Preferred Qualifications

• Experience supporting managed services, networking, unified communications, cloud, collaboration, or IT infrastructure environments.
• Working knowledge of:
  • Cisco collaboration technologies
  • Voice and contact center solutions
  • Network infrastructure concepts
  • IT Service Management (ITSM) practices
• Experience with ServiceNow.
• ITIL Foundation Certification.
• Bachelor's degree or equivalent experience.

What You'll Bring

• Customer-first mindset with a passion for delivering exceptional client experiences.
• Strong business acumen and relationship-building skills.
• Ability to translate technical concepts into business value.
• Proven problem-solving, communication, and stakeholder management capabilities.
• Experience driving service excellence and continuous improvement initiatives.

Work Environment

• Hybrid position based in Austin, TX.
• Occasional travel for onsite customer meetings and executive reviews.
• Occasional after-hours support related to escalations and critical service issues.