Job Description

The Customer Experience Manager is a pivotal role within our Customer Success team, responsible for overseeing and orchestrating the digital lifecycle management programs for various customer segments. This strategic position requires an understanding of customer segments, the ability to design automated outreach programs that will scale the achievement of those outcomes, and the management of cross-functional projects to build and also enable the success of the programs. The Customer Experience Manager will work closely with the CS Strategy Manager and is expected to pick up quickly in a high-volume learning environment. As they grow into the role, they will be expected to be autonomous, provide forward-thinking recommendations, and contribute to the team's efficiency and innovation.

Key Responsibilities

Strategic Customer Lifecycle Management: Takes a strategic view of the digital customer lifecycle, planning human touchpoints to create a seamless customer experience that aligns with organizational objectives.
Segment Understanding: Understands and continuously iterates customer segments, making data-driven determinations of strategic outcomes based on each segment's unique attributes.
Request Management: Manages request intake and collaborates with the Principal or Manager of CS Strategy to scope and prioritize requests from internal and external stakeholders.
Forecast Accuracy: Manages and reports on the accuracy of scoping and time commitments to enhance productivity within the team.
Project Management: Leads and oversees project components within workstreams, while actively participating in cross-functional groups to drive organizational outcomes.
System Proficiency: Demonstrates a deep understanding of system requirements and effectively manages project timelines and prerequisites.
Automation and Digitization: Leads the automation of Customer Success (CS) motions for effective digitization and scaling of customer experiences.
Organizational Impact: Understands and communicates how their role directly impacts the organization and its strategic objectives.
Innovation and Problem Solving: Anticipates ambiguity and provides forward-thinking recommendations, developing new processes and procedures to advance team efficiency.
Complex Problem Solving: Resolves the most complex problems that have a significant impact on the business with minimal input from management.
Stakeholder Engagement: Begins with the end in mind when innovating solutions, anticipates impacts on stakeholders, and imagines steps needed to generate consensus.
High Impact Scoping: Provides cross-functional scoping expertise for high-impact projects within the organization.
Decision-Making Authority: Exercises a moderate degree of decision-making authority, with decisions that may impact various aspects of the organization.
Peer Support: Actively supports peers, serving as a go-to Subject Matter Expert (SME) for their team.
Program Prioritization: Interprets how business and organizational goals provide opportunities and risks around programs, setting program priorities accordingly.
Results-Driven Mastery: Masters the art of driving for team results and communicates successes effectively.
Stakeholder Collaboration: Partners with key stakeholders to ensure alignment and successful execution of strategic outcomes.

What you will grow into:

Strategic Customer Lifecycle Management: Takes a strategic view of the digital customer lifecycle, planning human and automated touchpoints to create a seamless customer experience that aligns with organizational objectives.
Segment Understanding: Understands and continuously iterates customer segments, making data-driven determinations of strategic outcomes based on each segment's unique attributes.
System Proficiency: Demonstrates a deep understanding of system requirements and effectively manages project timelines and prerequisites.
Organizational Impact: Understands and communicates how their role directly impacts the organization and its strategic objectives.
Innovation and Problem Solving: Anticipates ambiguity and provides forward-thinking recommendations, developing new processes and procedures to advance team efficiency.
Complex Problem Solving: Resolves the most complex problems that have a significant impact on the business with minimal input from management.
High Impact Scoping: Provides cross-functional scoping expertise for high-impact projects within the organization.
Program Prioritization: Interprets how business and organizational goals provide opportunities and risks around programs, setting program priorities accordingly.
Results-Driven Mastery: Masters the art of driving for team results and communicates successes effectively.

Experience and Deliverables

The ideal candidate for the Customer Experience Manager role will think from the customer’s point of view, helping the customers achieve value for their organizations while simultaneously scaling the CSMs personalized outreach, to improve the productivity of routine goings-on in the CS organization. The following key deliverables and responsibilities are expected:

Program Design: effectively plan the best method for using technology tools to communicate with customers and enable CSMs to communicate with customers.
Stakeholder Check-Ins: Identify key stakeholders responsible for message dissemination to specific customer cohorts and establish a clear process for check-ins.
Best Practices Sharing: Facilitate the sharing of best practices in customer segmentation to enhance the effectiveness of communication strategies.
Shared Segment Definitions: Collaborate with teams to establish shared definitions for customer segments, ensuring consistency across the organization.
Benchmark Establishment: Set benchmarks and align communication channels with these expectations to optimize customer engagement.

What’ll you grow into:

Establish Governance Motion: Implement and maintain governance procedures for each customer communication channel.
Strategic Channel Assessment: Analyze and determine which communication channels are in strategic harmony and which require alignment.
Final Decision Authority: Define the ownership and authority for final strategic decisions regarding message content and dissemination.
Segmentation Audit: Conduct an audit of customer communication segments and create a resource that outlines how different business groups define their target audiences and segments.
Customer Lifecycle Mapping: Develop a comprehensive customer lifecycle map for the newly defined segments to understand the customer journey.
Business Objectives and Communication Mix: Define a matrix of shared business objectives and outcomes, aligning them with the appropriate communication mix to achieve these goals.
Metrics and Optimization: Continuously optimize the communication mix by collecting metrics across business functions and aggregating them based on business outcomes.
Message Frequency Analysis: Analyze the frequency at which customers receive messages in a given period.
Optimal Message Strategy: Collaborate on a strategy to determine the optimal number of messages for each customer segment.

Qualifications

This role requires a candidate with an understanding of customer communication, segmentation, and strategic alignment, as well as the ability to collaborate effectively to optimize customer experiences across various communication channels.

Background in Customer Success, Customer Communication and a passion for Customer Experience.
Proficiency in the Microsoft Office Suite, including intermediate Excel and PowerPoint.
Familiarity in Project Management tools such as Asana or Jira.
Familiarity with CS platform/software like Gainsight / Salesforce

Education and Experience

Bachelor’s degree in a related field.
3-5 years of relevant experience in Customer Experience or related roles.

Compensation

In the spirit of pay transparency, we are excited to share the base salary range for this position is $68,200- $102,200, exclusive of fringe benefits or potential bonuses. This position is also eligible for an annual corporate bonus of 10%. If you are hired at Payscale, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider any internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).

Company Description

Payscale is a company with a vision to change the world by empowering people and employers with the strategic power of compensation by delivering data, services, and software to get pay right.

As the industry leader in compensation management, Payscale is on a mission to help job seekers, employees, and businesses make sustainable fair pay a reality. Empowering more than 50% of the Fortune 500 in 198 countries, Payscale provides a combination of diverse and dynamic data sources, experienced compensation services, and scalable software to enable organizations to be informed about pay transparency, equity in the workplace and dramatically improve how their employees experience the benefits provided to them - mainly compensation! Pay is powerful. To learn more, visit www.payscale.com

Voted Seattle’s and Boston’s best places to work according to Built In 2022.
Voted one of Seattle’s companies with the best benefits according to Built In 2022.

Location

Payscale has an employee centric remote-first model, providing flexibility to do your best work in a space that supports you and finding time to collaborate in person for the moments that matter. Payscale has employees across the US, Canada, and the UK with unlimited access to WeWork and Regus spaces. We are unable to hire in the Quebec Province, Northern Ireland, and Hawaii at this time.

Benefits and Perks

All around awesome culture where together we strive to live our 5 values:

Respect every individual, work as a team
Be Customer first, customer centric
Have a Bias towards action
Commit to excellence (we give our best everyday)
Make Data driven decisions

An open and inclusive culture where you’ll learn and grow through programs and resources like:

Monthly company All Hands meetings
Regular opportunities for executive leadership exposure through things like AMAs
Access to continued learning & development opportunities with dedicated quarterly learning hours and courses offered via Workramp
Our commitment to a continuous feedback culture which allows us to drive performance and career growth
A growing network of employee resource groups
And more!

Our more standard benefits (US)

Flex Paid Time Off, giving you flexibility to rest, relax and recharge away from work.
15 Paid Company Holidays, including an extended Fourth of July break, World Mental Health Day, and Juneteenth
A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale
401(k) retirement program with a fully vested immediate company match
12 weeks of paid parental leave for birthing or non-birthing parents
Unlimited Infertility coverage benefits through our medical plans
Health Savings Account (HSA) options and company contribution each pay period
Flexible Spending Account (FSA) options for pre-tax employee allocations

Equal Opportunity Employer:

We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.

#LI-Remote

Visit Original Source:

https://www.indeed.com/viewjob