Customer Experience Manager

Job Description

Job Description

Description

As a Customer Experience Manager at Portnox, you will play a pivotal role in driving the success and satisfaction of our biggest customers throughout their entire lifecycle. This is an exciting opportunity to partner with a dynamic team, combining project management, customer success, and strategic account ownership. You will help deliver a world-class experience, from our sales process to ongoing utilization and growth.

We’re seeking a detail-oriented, customer-focused individual who thrives in a fast-paced environment and is eager to help shape the future of customer experience at Portnox.

Key Responsibilities

• Customer Journey Ownership : Manage the entire customer lifecycle, from supporting sales in positioning our Elite Services offering to onboarding, utilization, and growth.
• Project Management : Oversee the onboarding of our largest and most strategic accounts, ensuring a seamless and timely process by coordinating with internal technical teams and customer-side stakeholders.
• Strategic Account Management : Act as the subject matter expert (SME) for your assigned accounts. Build and maintain strong, multi-threaded relationships within customer organizations.
• Customer Engagement & Retention : Conduct regular check-ins to ensure customers are fully utilizing the solutions they’ve purchased. Monitor customer health, proactively address concerns, and ensure satisfaction.
• Expansion & Growth : Partner with sales to identify expansion opportunities within existing accounts.
• Collaboration : Work closely with cross-functional teams, including Sales, Product, and Support, to deliver a consistent and cohesive customer experience.
• Customer Insights & Reporting : Maintain and update customer health scores, provide account updates to the executive team, and build reports to inform strategic decision-making.
• Process Optimization : Continuously refine onboarding and customer success processes to improve efficiency and satisfaction.
• Tools & Documentation : Build scripts, create documentation, and track key customer interactions using Salesforce and other CX tools.

Skills, Knowledge, and Expertise

Why Join Us