NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients.  We’re a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work’ with an 80+ Employee Net Promoter Score (eNPS).

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.

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.

Role Qualifications and Requirements

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

• Minimum of four 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:

• Proficiency in Service Now Product Suite.
• Education - Undergraduate degree or equivalent work experience.
• ITIL Foundation Certification
• PMP
• Vendor Management

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

At NWN Carousel, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN Carousel are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.