Customer Experience Manager
Core
Drive software and service adoption, renewals, and growth by managing the customer journey and mitigating renewal risks using AI-driven insights.
Role type
Senior Customer Experience Manager (Strategic Account & Financial Management)
Builds
End-to-end strategies integrating technical adoption plans to deliver measurable business outcomes and high-quality customer experiences.
Domain
Enterprise Networking & AI-driven Customer Success
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account planning, AI-driven adoption planning, financial management (revenue/margin), technical advocacy, cross-functional collaboration, operational excellence, risk mitigation, executive presence, predictive analytics
Preferred skills
Fluent Spanish
Technologies
AI-driven dashboards, predictive analytics tools
Responsibilities
Lead E2E planning for 2-3 accounts aligning portfolio with business goals; Apply AI-driven analytics to anticipate renewal risks and recommend interventions; Serve as technical expert and trusted advisor to senior IT and business customers; Partner with CSS, Sales, and Delivery to design unified solutions; Monitor service performance and account health to remove technical blockers.
Seniority
Senior, hands-on IC with strategic account ownership