Customer Experience Manager

Skillhub Solutions Inc.; Canada; Remote; CAD 85,000 - 120,000; Full time

Job summary

Skillhub Solutions Inc. is seeking a Customer Experience Manager to lead strategies that boost customer interactions, product adoption, loyalty, and retention.

The role is remote in Canada, with responsibilities spanning engagement, training, and cross-functional collaboration to improve overall customer satisfaction. The ideal candidate will excel at building relationships with customer administrators, analyzing data for insights, and driving initiatives across Sales, Support, Product, and

Qualifications

• Strong communication and relationship-building abilities.
• Experience engaging with customer administrators and external groups.
• Ability to analyze data to derive insights.
• Proven track record of improving customer engagement and retention.
• Able to learn new solutions in a fast-paced, agile environment.
• Post-secondary education in business/IT or related field.

Responsibilities

• Develop strategies to improve customer interactions, adoption, loyalty, satisfaction, and retention.
• Engage customers to gather feedback and promote product improvements.
• Advise customer admins on platform adoption and best practices.
• Represent the company in customer user groups and build long-term customer partnerships.
• Lead online training sessions and release videos, webinars, round tables.
• Coordinate Learn & Connect series: scheduling, participation, topic selection.
• Oversee Net Promoter Score program and follow-up on responses.
• Develop the customer reference program and track engagements.
• Collaborate with Sales, Operations, Support, Product, IT, Marketing, and Professional Services on CX initiatives.

Skills

Communication

Relationship building

Problem solving

Presentation skills

Data analysis

Agile environment

Education

Related degree

Job description

Remote - Canada Full-time Salary not specified

Customer Experience Manager

Location: Remote (Canada)

Responsibilities

• Develop and implement strategies to improve customer interactions, product adoption, usage, loyalty, satisfaction, and retention.
• Proactively engage customers to understand their needs, gather feedback, and promote product enhancements.
• Build relationships with customer administrators and advise them on platform adoption and best practices.
• Represent Cority in customer user groups and communities, and build long-term customer partnerships.
• Lead online training sessions and improve customer learning through release videos, webinars, and round tables.
• Coordinate the Learn & Connect series, including scheduling, participation, and topic selection.
• Oversee the Net Promoter Score program, including surveys and follow-up on responses.
• Develop the customer reference program and track reference engagements.
• Collaborate with Sales, Operations, Support, Product, IT, Marketing, and Professional Services on customer experience initiatives.

Qualifications

• Strong communication, problem-solving, relationship-building, organization, and presentation skills.
• Experience building relationships with customer administrators and representing an organization to external customer groups.
• Ability to analyze data and provide actionable customer experience insights.
• Demonstrated ability to improve customer engagement, retention, and satisfaction.
• Ability to learn new solutions and technology and work in a fast-paced, agile environment.
• Post-secondary education in a related field such as business, software development, health and safety, or information technology.