Carousel Industries

Customer Experience Manager

Posted Date 2 months ago(11/30/2021 4:33 PM)
ID
2021-3059
# of Openings
3
Job Location
US-NC-Raleigh

Company Overview

NWN Carousel is an established leader in technology-enabled services, transforming the customer experience for commercial, enterprise and public sector organizations through its solution-as-a-service platform. With over 1,300 customers throughout the U.S., NWN Carousel provides a unified customer experience with integrated offerings for unified communications, security, contact center, DaaS (device-as-a-service), connectivity and advanced technology solutions.

Responsibilities

Responsibilities

NWN Carousel is looking for a Customer Experience Manager to join our team in a remote capacity.  This is a full time position with full benefits. 

Role Overview

The Customer Experience Manager role is responsible for overseeing delivery of services across their assigned portfolio. This role oversees end-to-end contract deliverables for each customer. 

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

  • Proactively manage customer experience across the lifecycle of our core offerings.
  • Accurately forecast, track and report on all recurring service based customer engagements across our core offerings.
  • Drive adherence to NWN best practices in the execution of all monitoring, management and lifecycle adoption services.
  • Ensure proactive, timely and professional communications with customers throughout the managed solutions lifecycle.
  • Ensure all offerings are delivered according to the outcomes and metrics defined in the value based customer engagement process.
  • Proactively advocate for customers across the entire NWN organization.
  • Manage the day to day workload of NWN engineers with a focus on customer outcomes, efficiency and accountability.
  • Personally accountable for successfully delivering our core offerings with quality and consistency.
  • Agile delivery of enhancements as needed.
  • Case management oversight, managing escalation to ensure quality delivery.

Additional job responsibilities include, but are not limited to:

  • Work collaboratively with technical delivery teams to resolve problems.
  • Other responsibilities as assigned.

Qualifications

Role Qualifications and Requirements

 

The following are minimum qualifications and requirements required for this role:

  • Minimum of five years of experience in an operations management or engagement management role.
  • Familiarity of call flows, can interpret network designs, basic Cisco routing, switching and hosted collaboration required.
  • Possess strong organization skills.
  • Must have the ability to develop and execute efficient and repeatable business processes.
  • Excellent communication skill, both written and oral.
  • Comfortable, poised, and affable with engineering, senior level executives, including NWN management.

The following qualifications are ideal, but not required:

  • Education - Undergraduate degree or equivalent work experience.
  • ITIL Foundation Certification
  • Proficiency in ServiceNow Product Suite.
  • PMP
  • Vendor Managemen

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