Customer Experience Manager
Core
Ensure seamless delivery and performance of cloud and cybersecurity services to medium-sized and large companies, acting as the primary point of accountability for service quality and contract compliance.
Role type
Senior Customer Experience Manager (Service Delivery)
Builds
Reliable cloud and cybersecurity service delivery for enterprise clients
Domain
Cloud & Cybersecurity
Deliverable
client delivery
Required skills
Service performance management, customer relationship management, escalation handling, upselling/cross-selling, service review reporting, cross-BU coordination, IT service management best practices, cloud infrastructure knowledge, networking fundamentals, cybersecurity fundamentals, data analysis and reporting
Preferred skills
French and/or Spanish language proficiency
Technologies
Cloud infrastructure, networking tools, cybersecurity platforms, service performance monitoring tools
Responsibilities
Oversee end-to-end service delivery to ensure compliance with contractual commitments, act as primary service contact for assigned customers, manage escalations and ensure timely resolution, identify upselling or cross-selling opportunities, conduct regular service review meetings with customers, collaborate with Operations teams for complex multi-BU services
Seniority
Senior, hands-on IC
