Customer Experience Manager

As part of a global Customer Experience team, the Customer Experience Managers (CEMs), work across a large customer base through 1:1, 1:many and digital engagements. They are articulate and well-versed in data and automation but never lose touch with the customers through real, human engagements and work directly with customers to drive positive outcomes. Our CEM’s have a deep understanding of our customer’s needs and seek to develop positive customer experiences, fostering relationships that support customer satisfaction and loyalty. At Pendo, Customer Experience Managers are considered trusted advisors to our customers, Pendo business partners and are product experts in Pendo’s technology.

This is a great opportunity to gain experience in a fast-paced software startup that provides a solution to accelerate growth among other product teams and customer experience teams around the world.


Responsibilities (what you’ll do):

Articulate, consult, and collaborate around the Pendo customer experience to understand the entire customer journey, putting customers’ needs first and helping to evolve it as needed.
Implement and execute user training and enablement sessions using a “train the trainer” approach, ensuring scalability and the clear, effective delivery of information.
Communicate intricate technical concepts, solutions, and challenges in a clear and understandable manner to a non-technical audience.
Enabling customers at scale to increase adoption and utilization of Pendo across their organization to drive long-term retention.
Identify and document customer objectives and achievements during their Pendo journey, aiming to showcase value and offer suggestions on optimizing product utilization.
Collaborate cross-functionally with team members to unblock and deliver customer needs.

You will thrive in this role if you obtain any of the following qualities:

Product Expert: An individual who excels in customer success with a strong technical aptitude to effectively understand and address our customer’s needs.
Customer Advocate: Adept at managing direct and complex interactions with customers, addressing concerns, and maintaining positive relationships.
Facilitate Group Training Sessions: Comfortable in delivering effective training sessions to large audiences, ensuring clarity and engagement from a diverse audience.
Proactive Engagement: Excel in proactive customer engagement by leveraging data to help anticipate needs from our customers.
Eagerness to Learn: Continuously adapting and expanding your perspective by actively engaging with your cross-functional network. Embrace a proactive learning approach and leverage tools to enhance operational efficiency at scale to help manage customer experience to drive renewals and expansions.

Minimum Qualifications:

2+ years customer-facing experience within a software company is required
Undergraduate degree or equivalent practical experience

Preferred Qualifications/Skills:

Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail.
Demonstrated ability to analyze data and business insights to influence stakeholder decision-making.
Experience discovering key goals and steering customer stakeholders with Success Plans.
Exceptional communication and presentation skills (both written and verbal)
Ability to interact with customer teams at various levels of technical and non-technical depth, and across multiple levels from end users through senior-level stakeholders.
Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams.

Pink, Perks, and Such:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers — a simple way to understand and attack what truly drives product success. Our mission is to improve society’s experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo’s future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

The expected OTE salary range for this role in the following locations is:

(OTE with a Split of 80/20)

Remote – $80,000 – $100,000

Raleigh, NC – $80,000 – $100,000

San Francisco Bay Area, CA – $92,000 – $115,000

New York City, NY – $84,000 – $105,000

Colorado – $80,000 – $100,000

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.

Originally posted on Himalayas

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Customer Experience Manager, Customer Experience Director, Customer Experience Role, Employee Experience Manager, Customer Service Manager 

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