Customer Experience Manager

About this position

We are looking for a Customer Experience Manager to join our team. This role serves as the primary point of contact for PeopleMetrics clients. The Client Experience Manager carefully guides clients through our entire process – from crafting a customer experience strategy to helping them implement Voice of the Customer (VoC) measurement programs. This role is responsible for program design, onboarding, adoption, analysis, upsell and retention/renewal.

The ideal candidate will be skilled in building strong client relationships, comfortable working with technology, have exceptional communication skills, and have a passion for the customer and patient experience.

Skills Required:

• Project Management: you must be highly organized, capable of managing clients/projects at different stages, conflicting priorities
• Problem Solver: have an instinct around anticipating and handling problems, crafting solutions, communicate them to clients
• Relationship builder: Understand the crux of client goals and pain points, build trust with client contacts
• Use data to tell stories: take quantitative and qualitative data and turn it into a clear and actionable story; create dynamic reports, present findings both virtually and in-person to client audiences

Additional Desired Skills:

• Experience using customer feedback or Voice of the Customer software
• Experience in tech, B2B, telecommunications, financial services, and pharmaceutical industries
• Proficiency in Microsoft Excel and PowerPoint, SPSS, html