Customer Experience Manager

Location: Talbot Green Department: Operations ⏳ Contract Type: Full Time, Permanent Reports To: Head of TSC Operations Direct Reports: 6 Are you passionate about delivering exceptional customer experiences? We’re on the hunt for a Customer Experience Manager to join our dynamic team and lead the charge in revolutionising the SaaS onboarding journey for our customers. In this role, you’ll spearhead innovative strategies to enhance customer onboarding, create impactful training and content, and ensure seamless customer interactions. If you’re a natural leader with outstanding interpersonal skills and a knack for turning challenges into opportunities, this is the role for you. Your Role As our Customer Experience Manager, you’ll: Design and implement an engaging and efficient SaaS onboarding process. Develop top-notch onboarding tools, including video tutorials, help guides, and in-product support. Analyze and improve customer support efficiency by driving value-add interactions. Lead and mentor a team of 6, ensuring excellence in onboarding and ongoing customer experience for solutions like MyConcern, Class Charts, and Provision Map. Collaborate across departments to create a unified customer journey. Use customer insights and MI data to refine processes and deliver outstanding Net Promoter Scores (NPS). Manage team performance and provide constructive feedback to foster growth and success. What You’ll Bring: Experience: Proven leadership in customer support, care, or experience teams with a track record of success. Strategic Mindset: Skilled in designing and optimizing customer journeys and onboarding processes. Communication Skills: Outstanding verbal and written communication with the ability to connect with diverse audiences. Problem Solving: Adept at resolving complex customer issues and complaints. Organisation: Strong ability to juggle multiple priorities and deliver results under pressure. Tech Savvy: Confidence in using software products and tools to streamline processes. Why Join Us? This is your chance to shape a world-class SaaS onboarding experience while empowering your team and making a tangible impact on customers’ success. If you’re ready to lead, innovate, and inspire, we’d love to hear from you. Apply now and become part of our journey to redefine customer excellence

Location: Talbot Green, GB

Posted Date: 1/30/2025