Senior Customer Experience Manager
RemoteUnited States
Job Summary
Build and grow profitable long-term client relationships by acting as the voice of the client within Aspire Technology Partners and executing Customer Success and Business Outcomes Plans. Accelerate adoption of SaaS products through enablement, usage training, and regular communication while leading Strategic Business Reviews and monthly health assessments. Manage the Lifecycle Incentives (LCI) program end-to-end, tracking earning opportunities and coordinating resources to unlock eligibility. Establish and lead a new Customer Experience practice focused on Microsoft collaboration tools, defining methodology and scaling playbooks. Surface client feedback to inform product enhancements and partner with internal teams to resolve subscription issues.
Required Qualifications
- Bachelor's Degree or 5+ years of equivalent professional experience
- 3+ years of experience focused in technology–based consulting or equivalent industry experience
- Experience in a Sales, with a specialization as a client support role within a technology focused organization, a background in annuity sales, or other customer success role
- Ability to develop strong relationships with the user/customer/internal communities
- Demonstrated professional growth and a proven ability to work effectively across functions and teams
- Exceptional client service orientation, with strong relationship management, communication, project management, and strategic analytical skills
- Experience reporting to and partnering with senior-level management
- Outstanding verbal and written communication skills, with the ability to engage audiences at all levels, including strong client-facing abilities
- Working knowledge of the Cisco portfolio
- Proven ability to develop and document playbooks and adoption processes across all supported architectures, including maintaining current materials and driving continuous improvement
Desired Qualifications
- Bachelor's degree or above
- Expertise of Cisco Portfolio
- Knowledge of MSFT Portfolio
- CSM Certification
- Prior Experience is SaaS, Sales, or customer facing positions
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