Job Summary:
We are in search of a skilled and seasoned Principal Customer Experience Manager to be a part of our Customer Experience team. The successful candidate will be tasked with establishing and nurturing robust relationships with various executives through managing and supporting executive engagements. The Principal CX Manager will be instrumental in propelling business growth, cementing long-term alliances, and guaranteeing a comprehensive and significant experience for our executive partners.
Responsibilities:
- Executive Relationship Management: Establish and cultivate relationships with crucial executive stakeholders. Serve as a senior liaison for all executive-level engagements.
- Strategic Engagement Planning: Partner with CX teams to devise and implement strategic engagement plans. Advise customer engagements operations related including meetings. Support CAB meeting with the CX leader, including Renewal team (dotted line).
- Executive Engagement Program: Collaborate with the CX team. Facilitate team monitoring and reporting on essential metrics to support the programs success.
- Executive Advisory Board: Collaborate in designing, planning, and implementing the Executive Advisory Board in close partnership with marketing team and the CS team to gather executive feedback and insights. Help to monitor executive product feedback and collaborate with cross-functional teams to incorporate feedback into business strategies. Support maintenance of a feedback loop with executives by providing regular updates on how actions are being taken based on their feedback along with the regional CX leader.
- Enhance Satisfaction: Evaluate executive satisfaction levels through post-engagement surveys. Address any concerns about the Japan CX team swiftly and strive to surpass executive expectations with the CX leader.
- Cross-functional Collaboration: Coordinate with sales, marketing, CTO, and product teams to enhance the overall executive experience. Communicate effectively with internal teams to ensure seamless execution of all executive engagements.
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Qualifications:
- Bachelor's degree in a relevant field; Masters degree is a plus.
- Aptitude or experience as a Customer Experience Manager or in a similar role.
- Strong understanding of the SaaS industry, best practices and its key players.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a fast-paced environment.
- Demonstrated ability to influence and collaborate with executives.
- Experience in managing or working with Executive Briefing Centers.
- Experience in developing and managing Executive Sponsor Programs.
- Experience in establishing and managing Customer Advisory Boards is highly desirable.
- Japanese - Native level, English - Business level.
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