Customer Experience Manager

Role Overview

As Customer Experience Manager, you will guide the experience of Connected Communities customers from sales handoff through onboarding, ongoing service, and renewal. You will build trusted relationships with property stakeholders, coordinate the teams serving their communities, and turn customer feedback and service issues into improvements that strengthen satisfaction and retention.

What You Will Do

In all of your duties, you will have a relentless, obsessive, yet disciplined approach to manage all details to perfection and deliver desired results. Serve as the primary relationship and escalation contact for assigned customers, maintaining regular communication with property owners, managers, association boards, and other stakeholders.

Why It Might Be a Fit

You will deepen your expertise in customer relationships, renewals, service operations, and cross-functional improvement while taking on broader opportunities to shape the Connected Communities customer experience.

Requirements

• College degree or equivalent relevant work experience
• At least four years of progressive experience in customer experience, customer success, account management, customer care, or related service operations
• Demonstrated ability to build customer relationships, coordinate renewals or retention activities, and lead process improvements from problem identification through measurable results
• Strong communication, organization, analytical, and problem-solving skills, with the ability to manage competing priorities and influence teams across functional reporting lines
• Proficiency with customer relationship and case management systems, spreadsheets, and presentation tools; ability to maintain accurate records and use data to guide action

Benefits

• Competitive Compensation Package
• Blue Cross Blue Shield Health Insurance
• Tuition Assistance Programs
• Complimentary Wireless Service & Device
• 401k Match
• Teladoc Telemedicine
• WellBeacon Wellness Program
• Paid Talent Referral Opportunities
• Tailored learning paths for every position

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