Sample Job Description for Customer Experience Strategy Manager
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Customer Experience Strategy Manager Job Overview
Customer Experience Strategy Manager Job Description Sample
Manages the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.
JOB LEVEL
M02
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Director
Salary Range
BASE 50%
$116,500
TOTAL 50%
$125,800
Job Responsibilities for Customer Experience Strategy Manager
Directs activities to research best practices, establish metrics, and collect and analyze customer data and feedback. Oversees the development of a continuous stream of data to analyze, measure, and evaluate customer behaviors and sentiments and develop and implement a roadmap of customer experience goals. Communicates and evangelizes a customer experience vision and defined goals to stakeholders that drive a consistent end-to-end customer experience across the organization.
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|---|---|---|
| 1 | Account Representative | The Account Representative pursues relationships with potential new accounts and seeks business expansion opportunities with current clients. Develops relationships with smaller to mid-sized clients in order to increase revenue. Being an Account Representative may support higher-level account managers working with larger accounts. Has detailed knowledge of products and services being offered and ensures that products and services consistently meet client needs. In addition, Account Representative may visit client locations periodically to ensure client satisfaction and promote ongoing contract renewal. Provides sales quotations and responds to requests for proposals. Typically requires a bachelor's degree. Typically reports to a supervisor or manager. Being an Account Representative work is closely managed. Works on projects/matters of limited complexity in a support role. Working as an Account Representative typically requires 0-2 years of related experience. |
| 2 | Instructional Design Manager | The Instructional Design Manager manages the design of training programs, including classroom lectures, online courses, and self-study sessions, directed at employees, organization members, or those who use the organization's products or services. Oversees team of specialists to ensure training and learning needs are addressed in accordance with policy and strategy. Being an Instructional Design Manager may design computer-based training course. Advises trainers and optimizes training programs by assessing the job performance and skill proficiency of learners. In addition, Instructional Design Manager may accelerate training during introduction of the new curriculum. Requires a bachelor's degree. Typically reports to a head of department. The Instructional Design Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as an Instructional Design Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
| 3 | Big Data Analytics Manager | The Big Data Analytics Manager oversees the interpretation of results from multiple sources using a variety of techniques, ranging from simple data aggregation via statistical analysis to complex data mining. Manages the daily activities of the team responsible for identifying business trends and problems through big data analysis. Being a Big Data Analytics Manager may require extensive knowledge of big data tools like Hadoop, Hbase, Hive, Zookeeper, etc. Requires a bachelor's degree in related area. Manages the design and implementation of big data solutions for the organization. In addition, Big Data Analytics Manager typically reports to senior management. The Big Data Analytics Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Big Data Analytics Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
| 4 | Field Service Engineering Manager | The Field Service Engineering Manager plans and oversees installation, troubleshooting, and maintenance of products/equipment to ensure proper function and maximize uptime. Manages field service personnel to provide effective on-site support and technical assistance with various products or equipment. Being a Field Service Engineering Manager handles service contracts and directs support services. Oversees the scheduling and training of field service representatives. In addition, Field Service Engineering Manager develops methods, guidelines, and policies to facilitate efficient service delivery. Reviews service reports to monitor service performance and enhance customer satisfaction. Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed. Requires a bachelor's degree. Typically reports to a director. The Field Service Engineering Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Field Service Engineering Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
| 5 | Customer Success/Onboarding Manager | The Customer Success/Onboarding Manager implements strategies and processes that deliver consistent customer satisfaction through all phases of the customer lifecycle and that promote retention. Directs the day-to-day operations of the customer success team focused on providing customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services and that will drive sales and increased revenue. Being a Customer Success/Onboarding Manager collects and responds to feedback with focused support for identified customer needs and challenges. Ensures that onboarding processes are precisely executed to build a strong customer relationship foundation. In addition, Customer Success/Onboarding Manager builds teams of customer advocates with product training, coaching, and skill development to enhance customer engagements. Collaborates with sales, product development, and other customer-facing functions to deliver solutions and tools. Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success. Typically requires a bachelor's degree or equivalent. Typically reports to a director. The Customer Success/Onboarding Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Customer Success/Onboarding Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
Customer Experience Strategy Manager Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Gathering Information | Level 3 |
| Industry Knowledge | Level 3 |
| Business Process Improvement | Level 3 |
