Senior CX Program Management Professional

Responsibilities

• Build and maintain strong relationships with customers, ensuring their success and satisfaction with our products and services.
• Act as the main point of contact for customers, addressing their inquiries, concerns, and escalations.
• Collaborate with cross-functional teams to ensure seamless customer onboarding, implementation, and adoption.
• Proactively identify opportunities to upsell and expand customer accounts.
• Analyze customer data and provide insights to drive customer success and retention.
• Develop and implement customer‑centric programs to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to drive customer‑focused initiatives and ensure alignment with business goals.
• Work closely with marketing, sales, product development, and other departments to deliver a seamless and exceptional customer experience.
• Analyze customer feedback and data to identify areas for improvement and drive continuous improvement efforts.
• Stay updated with industry trends and best practices in customer experience management.
• Collaborate with senior leadership to develop and execute the customer experience vision and strategy.
• Provide regular updates and reports on program performance and key metrics to senior management.

• Minimum of 6 years of experience in customer success or account management.
• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Proven track record of building and maintaining strong customer relationships.
• Strong problem‑solving and negotiation abilities.
• Experience working with CRM software and customer success tools.
• Passion for customer success and satisfaction.
• Strong leadership and mentoring skills.
• Proactive and results‑oriented mindset.
• Continuous learning and adaptability.

• customer success
• account management
• data analysis
• customer onboarding
• customer retention
• program development
• customer experience management
• customer feedback analysis
• upselling
• negotiation

• relationship building
• problem-solving
• leadership
• mentoring
• proactive mindset
• results‑oriented
• adaptability
• communication
• collaboration
• customer‑centric