NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Role Overview  

The Customer Experience Manager role is responsible for overseeing delivery of services across their assigned portfolio. The Customer Experience Manager is responsible for ensuring a positive customer journey and satisfaction and is responsible for managing contractual entitlements related to the assigned client portfolio.  

Scope of Role Responsibilities  

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

• Responsible for developing a positive customer experience across the customer engagement lifecycle. 

• Proactively manage customer experience across the lifecycle of our core offerings. 

• Drive user adoption of NWNC’s Experience Management Platform across the lifecycle of our core service offerings.   

• Accurately forecast, track and report on all recurring service-based customer engagements across our core offerings. 

• Identifying and logging platform enhancements based on client feedback to help drive the growth and value of the Experience Management Platform across NWN customer base. 

• 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. 

• Accountable for successfully delivering our core offerings with quality and consistency in partnership with cross functional teams. 

• Drives lifecycle adoption of the experience management platform and subscription entitlements 

• Agile delivery of enhancements as needed by working in concert with necessary cross functional teams to ensure a successful delivery. 

• Case management / Service Level Agreement oversight, managing escalation to ensure quality delivery. 

• Tracking and reporting on key performance indicators (KPIs) related to customer satisfaction and specific contract deliverables.  

• Work collaboratively with technical delivery teams to aid in resolving problems. 

• Participate in corporate objectives and key results. 

• Drive continuous improvement of services across all offerings as defined by the customer’s contracted deliverables. 

• Analyzing customer feedback and data to identify areas of improvement. 

• Collaborating with other departments and/or teams to enhance the customer experience. 

• Responsible for driving successful monthly contracted service review meetings with clients, in concert with NWN’s sales team, project team members and other cross functional team members as applicable.  

• Responsible for driving successful Executive Business Review meetings with your client’s senior leadership teams in concert with NWN’s sales team, project team members and other cross functional team members as applicable. 

• Other responsibilities as assigned. 

Role Qualifications and Requirements 

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

• Minimum of five (5) years of experience in an operations management or engagement management role. 

• Possess strong organizational skills. 

• Must have the ability to develop and execute efficient and repeatable business processes. 

• Excellent communication skill, both written and oral. 

• Ability to effectively prioritize initiatives. 

• Comfortable, poised, and affable with engineering, senior level executives, including NWN’s management. 
• Occasional travel to customer onsite locations and team workshops
• Occasional after-hours support

The following qualifications are ideal, but not required: 

• Working knowledge of call flows, can interpret network designs, basic Cisco routing, switching and hosted collaboration required. 

• Proficiency in ServiceNow Product Suite. 

• Education - Undergraduate degree or equivalent work experience. 

• ITIL Foundation Certification 

• Cisco Customer Success Manger certification 

Travel:  15% - 20% travel required.

At NWN, 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 are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN 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.