Customer Experience Manager:in
Core
Improving the entire customer journey for academic and scientific clients using conference management software.
Role type
Customer Experience Manager (SaaS)
Builds
A seamless, value-adding experience for customers from contract signing to billing.
Domain
Software as a Service / Academic & Scientific Services
Required skills
Customer journey management, Onboarding execution, Support & service handling, Cross-functional collaboration, Process optimization, Knowledge base management
Preferred skills
Event industry experience, SaaS Customer Success/Support/Account Management experience, Digital tool proficiency (Asana, Intercom)
Responsibilities
Manage customers along the entire journey from contract to billing, Conduct and optimize customer onboarding, Handle support and service inquiries, Collaborate with internal teams (Sales, Operations, Product), Identify optimization potential in the customer journey, Develop and evolve processes focusing on customer value and efficiency, Build and maintain knowledge bases, templates and standards
Seniority
Mid-level, hands-on IC