Are you ready to redefine customer experiences for a global leader in intelligent automation?

I have a 100% REMOTE opportunity for a Customer Experience Manager to join an organization in Dallas/Fort Worth that's been at the forefront of AI-powered information processing, process intelligence solutions, etc. for years.

Work with a globally distributed team that values innovation, collaboration, and proactive customer care.

Your Role:

• Enterprise Support Management: Serve as the primary point of contact for enterprise customers, ensuring their support agreements are fulfilled and they receive maximum value.

• Customer Health Monitoring: Track and assess customer health using metrics like system performance, issue resolution times, and user adoption, proactively addressing concerns to enhance satisfaction and retention.

• Technical Support Coordination: Collaborate with internal teams to resolve customer issues promptly, escalating critical incidents as needed while keeping customers informed.

• Proactive Engagement: Conduct regular check-ins to understand evolving customer needs, provide guidance, and help customers maximize the value of their support contracts.

• Customer Advocacy: Represent the customer’s needs within the organization, influencing product development and service improvements.

• Contract Fulfillment: Ensure all deliverables in Enterprise Support contracts are met, including SLAs, response times, and other obligations.

• Feedback Loop: Gather and analyze customer feedback to drive continuous improvement in support services.

• Retention Focus: Maintain a strong focus on customer retention by resolving issues efficiently, identifying risks, and fostering long-term relationships.

• Reporting and Documentation: Maintain detailed records of customer interactions and service delivery, providing regular reports to internal teams and leadership.

What You’ll Need:

• Demonstrated experience in roles focused on customer success, account management, or technical support, ideally in B2B or enterprise-level settings.

• Familiarity with managing complex support agreements, ensuring adherence to SLAs, and meeting contractual commitments.

• Solid technical understanding with the ability to convey complex concepts to a variety of audiences, both technical and non-technical.

• Outstanding customer service abilities, with a proactive mindset for addressing challenges and enhancing customer satisfaction.

• Strong communication and relationship-building skills to foster trust and loyalty with key stakeholders.

• Experience leveraging customer analytics, support tools, and reporting systems to track performance and ensure excellent service delivery.

Preferred Qualifications:

• Experience with Enterprise Support Contracts: Previous experience managing enterprise support contracts in SaaS or technology environments.

• ITIL Certification: ITIL certification or equivalent experience in service management best practices.

• Technical Product Knowledge: Familiarity with automation, OCR, or similar SaaS products.

Benefits:

• Generous PTO

• Paid holidays and floating holidays, with increased holiday allowance based on tenure.

• Gym membership subsidy to support your wellness.

• Comprehensive medical and dental insurance.

• Pet insurance for your furry friends.

• Employee Assistance Program and College Savings Plan.

• 401(k) with up to 4% employer match.

This isn’t just a role - it’s an opportunity to elevate customer experiences for a global leader in intelligent automation. If you’re a proactive, customer-focused professional ready to make a meaningful impact, this is the position for you. Apply today and help shape the future of customer experience!

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About Camden Kelly

At Camden Kelly, we’ve built a reputation for connecting top tech talent with great companies across the United States. Whether you're scaling your team or hunting for a new opportunity, we’re your partner every step of the way.

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