Customer Experience Manager

If so, here’s what you’ll do in this role:

• Dive into the current buyer journey to understand touchpoints, pain points, and opportunities for optimization, while defining stages, actions, and interactions needed for acquiring new logos in the pre-sale phase.
• Utilize data mining techniques, analysis tools, and key metrics to gather actionable insights from customer interactions and behaviors along the buyer journey, driving strategic initiatives to enhance engagement and conversion across multi-channel campaigns.
• Continuously monitor and evaluate engagement rates, response rates, and conversion metrics across the buyer journey architecture to assess the effectiveness of cadence strategies.
• Lead the in-depth analysis of sales data and metrics to identify trends, opportunities, and areas for improvement, providing actionable insights and recommendations to enhance the overall customer experience and drive revenue growth through the implementation of optimization strategies.
• Document processes, methodologies, and findings related to buyer journey optimization.
• Uphold a customer-centric approach throughout the optimization process, prioritizing the needs and preferences of customers at every stage of the journey.
• Conduct A/B testing of different email elements (subject lines, call-to-action buttons, etc.) to improve engagement and conversion rates.
• Design and implement tailored cadence strategies leveraging multiple communication channels across various customer segments, industries, and sales scenarios.
• Collaborate closely with cross-functional teams to comprehensively assess sales enablement requirements, identify training needs, and strategically organize existing content for optimal delivery throughout the customer's buyer journey.

Here’s what you’ll bring with you:

• Bachelor’s Degree, Diploma, or equivalent, coupled with 2 to 4 years of practical experience in either marketing, sales enablement, or a combination of both.
• Proficiency in understanding and optimizing SaaS workflows is essential
• Understanding of the SaaS buyer journey concepts.
• Expertise in crafting tailored cadence strategies for diverse customer segments and sales scenarios.
• Ability to collaborate with sales leadership to develop and execute strategies aligned with company objectives, utilizing advanced analytics to identify trends and opportunities.
• Proficiency in conducting A/B testing of different email elements (including subject lines, call-to-action buttons, etc.) to enhance engagement and improve conversion rates is required.
• Experience providing valuable insights into industry trends, customer preferences, and areas for differentiation within the customer journey
• Comfortable working with multiple remote teams, willing to work in a hybrid environment
• Excellent analytical skills and proficiency in leveraging data.
• Creative mindset with experience in product-led experiences.
• Strong cross-functional communication and collaboration skills, with the ability to influence and collaborate effectively across departments.
• Ability to present complex information in a clear and concise manner.
• Thrives in fast paced environments, prioritizing agility, and willingness to act.

It’s a bonus for us if you bring:

• Proficiency in conducting comprehensive competitive analysis and benchmarking within SaaS solutions for inventory management.
• Familiarity with GTM metrics and key performance indicators.
• Experience with Salesforce, Salesloft, and HubSpot.
• Project management tool experience with Asana and Miro Board.

In return, we offer:

• Competitive benefits, including medical, dental, vision, and 401k.
• A flexible PTO policy, allowing you the time you need to recharge.
• A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
• A diverse team, where everyone helps each other and inclusion is a core value.
• Frequent company sponsored events so you can get to know your coworkers.