Customer Experience Manager

Customer Experience Manager

• Department: Customer Success
• Employment Type: Full Time
• Location: Austin, TX

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

• Experience: 3-7 years in a customer success, customer experience, sales, project management, or account management role, preferably in SaaS or cybersecurity.
• Technical Skills: Familiarity with Salesforce and other customer success tools (e.g., Planhat, or similar) is a strong plus.
• Project Management: Experience managing technical projects. 
• Communication: Exceptional verbal and written communication skills, with the ability to engage with technical and non-technical stakeholders at all levels.
• Organization: Strong project management skills with the ability to juggle multiple priorities while maintaining attention to detail.
• Problem-Solving: Proactive, solutions-oriented mindset with a focus on delivering high-quality results.
• Customer Focus: A customer-centric approach with a passion for ensuring customers achieve their desired outcomes.
• Team Player: A collaborative attitude with the ability to work cross-functionally in a fast-paced, growth-oriented environment.
• Education: Bachelor’s degree or equivalent experience in a related field.

Why Join Us

• Opportunity to make a significant impact on the operations of the company.
• Collaborative and dynamic work environment with opportunities for professional growth and development.
• Competitive compensation and benefits package.