Customer Experience Manager (Americas)

Role Summary

Embark on a journey to redefine B2B customer delight! We're on the lookout for passionate individuals as Customer Champions who will orchestrate a symphony of satisfaction, turning each client interaction into a masterpiece of excellence. If you're excited about crafting unforgettable experiences, let's drive the future of customer enchantment together!

What you'll do:

Customer Rhapsody:

• Be the maestro of B2B relationships, creating harmonious connections with clients
• Conduct a symphony of onboarding, ensuring clients dance into success seamlessly

Riff with Resolutions:

• Play a key role in resolving customer challenges, turning discord into delightful resolutions
• Strum preventative chords, keeping issues at bay and maintaining a sweet serenade of satisfaction

Choreograph Growth:

• Partner with the sales team to choreograph growth strategies and pirouette toward client expansion
• Dance through account management, ensuring clients waltz through our offerings with grace

Feedback Jazz:

• Jazz up our improvement initiatives by collecting and riffing on customer feedback
• Collaborate with the band (cross-functional teams) to compose a symphony of continuous improvement

Product Adoption Symphony:

• Lead the orchestra in ensuring seamless product adoption, helping clients hit the right notes with our offerings
• Fine-tune strategies to ensure customers groove effortlessly with our product lineup

CSM Partnership

• Build and maintain a strong partnership with Customer Success Managers (CSMs), ensuring seamless collaboration across account management, operational delivery, client retention, and growth initiatives.
• Proactively share relevant client context, risks, priorities, and ongoing operational developments with CSMs to enable a consistent, informed, and high-quality client experience throughout the customer lifecycle.

What we are looking for:

• Hustler spirit and strong ownership mindset - non-negotiable
• Passion for delivering exceptional customer experiences and driving customer success
• Bachelor's degree required; MBA or equivalent qualification is a plus
• 6-9 years of experience in Customer Experience, Customer Success, Account Management, or a customer-facing operations role
• Excellent communication, stakeholder management, and interpersonal skills
• Strong problem-solving abilities with a customer-centric approach
• Experience working with CRM platforms (Salesforce, HubSpot, etc.) and customer support/ticketing tools
• Proven ability to manage customer relationships, navigate escalations, and collaborate effectively with cross-functional teams

This role will be part of our Payoneer WFM business unit.

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