Customer Experience Manager

Remote - Canada Full-time Salary not specified

Location: Remote (Canada)

• Develop and implement strategies to improve customer interactions, product adoption, usage, loyalty, satisfaction, and retention.
• Proactively engage customers to understand their needs, gather feedback, and promote product enhancements.
• Build relationships with customer administrators and advise them on platform adoption and best practices.
• Represent Cority in customer user groups and communities, and build long-term customer partnerships.
• Lead online training sessions and improve customer learning through release videos, webinars, and round tables.
• Coordinate the Learn & Connect series, including scheduling, participation, and topic selection.
• Oversee the Net Promoter Score program, including surveys and follow-up on responses.
• Develop the customer reference program and track reference engagements.
• Collaborate with Sales, Operations, Support, Product, IT, Marketing, and Professional Services on customer experience initiatives.

• Strong communication, problem-solving, relationship-building, organization, and presentation skills.
• Experience building relationships with customer administrators and representing an organization to external customer groups.
• Ability to analyze data and provide actionable customer experience insights.
• Demonstrated ability to improve customer engagement, retention, and satisfaction.
• Ability to learn new solutions and technology and work in a fast-paced, agile environment.
• Post-secondary education in a related field such as business, software development, health and safety, or information technology.