The Global Customer Experience Manager takes pride in understanding the customer and designing effortless customer experiences using a combination of process knowledge data analytics, surveys, customer feedbacks and customer escalations.
We're in the midst of transforming how we measure customer effort and experience utilizing best in class insights and analytics to deliver a customer experience that we are continually proud of.
The culture of the Customer Experience Team, led by this manager, should inspire every team member involved in the customer experience to focus on minimizing effort from the customer’s point of view.
Key Responsibilities :
Shape and execute a superior voice of customer program that serves as a guiding light for strategic decisions and execution in Customer Operations.
Lead and retain a robust team of analysts responsible for analyzing voice of customer survey data, responding and analyzing customer feedbacks, managing customer escalations and performing audits on quote and order transactions.
Coach, mentor and develop a team of Customer Experience Analysts including creating development plans, performing employee reviews and coaching for performance.
Examine and evaluate a broad array of processes that impact the customer buying experience including, but not limited to : brand customer feedback, product quality, sales processes, customer service experience and wait times, exchange policies, Information Technology enhancements, and many other aspects of the end-to-end experience.
Measure and monitor the customer experience routinely utilizing survey results, customer feedback and customer escalations to shares trends, recommends and manages improvements based on insights.
Act as a customer advocate and collaborate with all levels of leadership across functional groups to execute customer experience strategies and improvements that will drive customer satisfaction and retention.
Break down silos that prevent cross-department collaboration and the development of relationships to drive awareness on our current customer experience and opportunities for improvement.
Deliver business reviews monthly and quarterly of our transactional voice of customer results, insights and improvements.
Basic Qualifications :
Bachelor’s Degree from an accredited institution or related field / work experience
5+ years Omni-channel customer experience in B2B environment or management consulting
3+ years of management experience in a customer service support environment
Highly proficient in spoken, written English with the ability to present to all levels of an organization (C1)
Strong knowledge of Microsoft Office applications , advanced Excel and PowerPoint preferred
Strong written and verbal communication skills with the ability to share critical information clearly and concisely
Customer-first mindset, with client service and operations experience a plus
Experience in project and change management disciplines
Experience working with various geographies and functions
Desirable Qualifications :
Project Management Professional (PMP) Certification or equivalent (CAPM)
Six Sigma Green Belt Certification or business process design experience
NI is not sponsoring VISAS for this position
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Each TAM will support a customer / s on a global basis with local and remote IT and App Engineering backing. The TAM also needs to be a tech-savvy professional with an internal desire to expand their technical knowledge as required, be results-driven, and aspire to achieve customer success and satisfaction.
Ultimately, they should provide a technical, product, and business knowledge to support all technical activities and projects to manage a large customer, support all relevant sales processes, and strengthen customer relationships.