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Customer Experience Manager

1 hour, 30 minutes ago
Brazil
Full-time
Mid Level
Customer Success
Data Science and Analytics
AWS
Apply Now
Caylent

Caylent

Caylent is a cloud native services company that simplifies AWS cloud adoption with a user-friendly DevOps platform for scalable cloud environments.

IT Services
251-1K
Founded 2015
$16M raised
View All Jobs 15

Description

  • Coordinate recurring customer review meetings with customer stakeholders and Engagement leadership.
  • Manage survey collection through meetings, email, and project teams while maintaining consistent processes and high response rates.
  • Analyze CSAT, NPS, and other quantitative metrics to identify trends and concerns.
  • Categorize qualitative feedback to uncover recurring themes and customer pain points.
  • Translate customer data into actionable recommendations and track results against experience benchmarks.
  • Create reports and dashboards communicating customer sentiment and business impact.
  • Present findings and recommendations to executives, department heads, and cross-functional teams.
  • Facilitate customer experience review meetings with organizational leaders.

Requirements

  • 3+ years of experience in customer experience, professional services, or customer relationship management.
  • Knowledge of customer experience methodologies and best practices.
  • Experience with CRM systems and customer feedback management platforms.
  • Strong analytical skills, including statistical analysis and reporting.
  • Excellent written and verbal communication skills.
  • Experience presenting to senior leaders and stakeholders.
  • Strong time management and prioritization skills for managing engagement coverage workload.
  • Ability to work in a startup environment and collaborate across departments.
  • Familiarity with AI tools for improving operational efficiency.
  • Preferred: proficiency with survey platforms such as Qualtrics or SurveyMonkey and data visualization tools.
  • Preferred: working knowledge of AWS offerings, cloud industry trends, and emerging technologies.
  • Preferred: entry- or mid-level cloud certification, such as AWS Cloud Practitioner.
  • Must have current legal authorization to work in the country of employment; visa sponsorship is unavailable.
  • Willingness to travel up to 25% based on business needs.

Benefits

  • 100% remote work.
  • Generous holidays and flexible PTO.
  • Competitive phantom equity.
  • Paid exams and certifications.
  • Peer bonus awards.
  • Laptop, tools, and equipment or office stipend.
  • Individual professional development plan and annual learning and development stipend.
  • Work with a global team in an inclusive company culture.

Interested in this position?

Apply directly on the company website

Apply Now

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