Customer Experience Manager

LOCATION: Remote (Canada) PRIMARY RESPONSIBILITIES: Engagement: Develop and implement strategies to enhance customer interactions, increase product usage, and drive customer loyalty. Infuse enthusiasm: You will ignite a sense of excitement with customers, encouraging adoption and expansion where possible. Proactive Outreach: Regularly engage with customers to understand their needs, gather feedback, and promote product enhancements.

Administrator Relationships: Build strong, trusted relationships with key customer administrators of the Cority platform, serving as their go-to contact for adoption, best practices, and feedback. Customer Advocacy & Retention: Drive initiatives that enhance customer satisfaction, reduce churn, and turn customers into brand advocates. Liaise: Engage with external Cority User Groups and customer communities, represent Cority at user group meetings and events, arrange additional Cority representation as needed, and build and sustain long-term partnerships.

Train: You will lead high-level online training sessions to drive user adoption. Strong collaboration: This role works closely with Sales, Operations, Support, Product, and Marketing, partnering with Product and Marketing to plan and facilitate customer engagement initiatives. Learn & Connect: Manage all aspects of the Learn & Connect series, including scheduling, customer participation, and topic selection. Net Promoter Score: Oversee our NPS program, distribute surveys through the platform, respond/follow up to survey responses, engaging other Cority teams as needed.

Reference Program: Develop and grow our reference program, identify key references, track engagements. Interact: with cross-functional internal teams (Product, IT, Sales, Marketing, Professional Services) to improve the entire customer experience. Improve: customer experiences through methods such as recording product release training videos, offsite customer round tables, and training webinars. QUALIFICATIONS AND CHARACTERISTICS OF AN IDEAL CANDIDATE: Excellent communication, problem-solving, and relationship-building skills.

Strong client-facing skills including communication skills, expectation management, information management, and presentation skills. Demonstrated ability to build strong relationships with key customer administrators and confidently represent the company to external customer groups. Ability to analyze data and provide actionable insights to improve customer experience. High attention to detail and organization skills.

Proven ability to drive customer engagement, retention, and satisfaction. Passion for delivering exceptional customer service and fostering long-term client relationships. Ability to quickly learn new solutions and technology. Proven track record of working in a fast-paced, agile work environment will be given preference. Post-Secondary Education in a related field (Business, Software Development, Health and Safety, Information Technology, etc.). #LI-Remote