Customer Experience ManagerDepartment: Customer Success
Employment Type: Full Time
Location: Austin, TX
DescriptionAs a
Customer Experience Manager at Portnox, you will play a pivotal role in driving the success and satisfaction of our biggest customers throughout their entire lifecycle. This is an exciting opportunity to partner with a dynamic team, combining project management, customer success, and strategic account ownership. You will help deliver a world-class experience, from our sales process to ongoing utilization and growth.
We're seeking a detail-oriented, customer-focused individual who thrives in a fast-paced environment and is eager to help shape the future of customer experience at Portnox.
Key Responsibilities- Customer Journey Ownership: Lead the customer lifecycle-from sales alignment to onboarding, adoption, and growth
- Project Management: Oversee the onboarding of our largest and most strategic accounts, ensuring a seamless and timely process by coordinating with internal technical teams and customer-side stakeholders.
- Strategic Account Management: Act as the subject matter expert (SME) for your assigned accounts. Build and maintain strong, multi-threaded relationships within customer organizations.
- Customer Engagement & Retention: Conduct regular check-ins to ensure customers are fully utilizing the solutions they've purchased. Monitor customer health, proactively address concerns, and ensure satisfaction.
- Expansion & Growth: Partner with sales to identify expansion opportunities within existing accounts.
- Collaboration: Work closely with cross-functional teams, including Sales, Product, and Support, to deliver a consistent and cohesive customer experience.
- Customer Insights & Reporting: Maintain and update customer health scores, provide account updates to the executive team, and build reports to inform strategic decision-making.
- Process Optimization: Continuously refine onboarding and customer success processes to improve efficiency and satisfaction.
- Tools & Documentation: Build scripts, create documentation, and track key customer interactions using Salesforce and other CX tools.
Skills, Knowledge, and Expertise- Experience: 3-7 years in customer success, customer experience, sales, project management, or account management, preferably within SaaS or cybersecurity.
- Technical Skills: Familiarity with Salesforce and other customer success tools (e.g., GUIDEcx, Planhat, or similar) is a strong plus.
- Project Management: Experience managing technical projects.
- Communication: Exceptional verbal and written communication skills, with the ability to engage with technical and non-technical stakeholders at all levels.
- Organization: Strong project management skills with the ability to juggle multiple priorities while maintaining attention to detail.
- Problem-Solving: Proactive, solutions-oriented mindset with a focus on delivering high-quality results.
- Customer Focus: A customer-centric approach with a passion for ensuring customers achieve their desired outcomes.
- Team Player: A collaborative attitude with the ability to work cross-functionally in a fast-paced, growth-oriented environment.
- Education: Bachelor's degree or equivalent experience in a related field.
