Client Experience Manager Jobs

Reporting to the Sr. Director, Solution Architecture and Customer Success, the Client Experience Manager (CEM) will be responsible for ensuring the success and satisfaction of our customers. The CEM will serve as the primary point of contact for all day-to-day customer issues, building strong relationships, understanding our customers’ needs, and working closely with internal teams to deliver exceptional service. The CEM's goal will be to drive customer retention, expansion, and advocacy by proactively managing the customer lifecycle and delivering exceptional customer experiences.

Responsibilities:

• Build and maintain strong relationships with customers, acting as their trusted advisor and advocate within the company
• Proactively monitor customer health and engagement, taking appropriate actions to mitigate risks and drive customer success
• Collaborate with Sales to identify upsell and cross-sell opportunities, driving revenue growth within customer accounts
• Develop and execute strategic account plans to drive customer success, retention, and expansion
• Update all activity in CRM and shared Reporting Tools
• Conduct quarterly business reviews with customers to assess their satisfaction, address concerns, and identify opportunities for improvement
• Serve as the voice of the customer within the organization, providing feedback and insights to inform product development, service enhancements, and process improvements
• Identify and escalate customer issues and complaints to relevant internal teams, ensuring timely resolution and effective communication
• Maintain customer documentation outlining information about the customer and their services
• Collaborate with cross-functional teams, including Sales, Operations, and Product, to ensure seamless onboarding, implementation, and ongoing support for customers
• Oversee downgrades, upgrades of services and customer moves

Education & Experience:

• Previous experience working with SalesForce is considered an asset.
• Proven experience in customer success or account management, preferably within the telecommunications industry.
• Post-secondary education in Business, Information Technology or relevant field.

Skills & Abilities:

• Excellent problem-solving and decision-making abilities, with attention to detail.
• Proactive and customer-centric mindset, with a passion for delivering exceptional customer experiences.
• Demonstrated ability to manage multiple customer accounts simultaneously, prioritize tasks, and meet deadlines.
• Strong interpersonal and communication skills, with the ability to build rapport and effectively engage with customers at all levels of an organization.

What We Offer: TERAGO encourages a healthy balance between life and work and has designed a compelling and competitive package to meet your needs. This includes:

· Remote Work

· A comprehensive benefits package starting day 1

· Generous vacation entitlements

· Flexible work schedules

· A dynamic and fun work environment

· Group RRSP

· Employee Share Purchase Plan with a corporate discount

TERAGO is an Equal Opportunity Employer and welcomes and encourages applications from all interested and qualified candidates. TERAGO will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform TERAGO staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.