Customer Experience Manager (CXM)

ExperiencePoint Inc.; Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

ExperiencePoint Inc. is seeking a Customer Experience Manager to advocate for clients and enhance their engagement with our products. This role involves close collaboration with clients to ensure their needs are met, managing customer feedback, and fostering relationships to drive innovation capabilities.

Qualifications

• 2-5 years of experience in Account Management, Customer Support, or similar fields.

Responsibilities

• Drive adoption and engagement of products with customers.
• Co-create plans with sales for effective block utilization.
• Monitor customer feedback and ensure all service-related tasks are completed.

Skills

Relationship-building

Communication

Analytical skills

Organizational skills

Salesforce familiarity

Results-oriented

Job description

ExperiencePoint is a world-leading training provider and partner in experiential learning. We equip people with human-centered skills and behaviors through collaborative, hands-on workshops that prepare them to make better decisions and manage change more effectively. For over 25 years, we've been helping individuals develop essential power skills through immersive learning experiences. Whether it’s working with top companies or executive education programs, we deliver results that stick—giving people the tools they need to succeed in today’s ever-changing world.

Role Summary

The Customer Experience Manager (CXM) is our client's advocate and drives the adoption and engagement of our products to help our solutions become a mission-critical, irreplaceable part of our customers’ innovation capability-building journey.

The CXM will partner with our clients to ensure that they have everything they need to be successful with our tools and systems, while also ensuring that their feedback is heard and acted upon, so that they can achieve business impact.

Accountabilities

Customer Experience

• Together with sales, co-create a plan for block and fund utilization so that the desired impact is achieved
• Proactively detect potential clients who are not using their blocks and notify sales
• Create monthly Block Utilization + Facilitation Status Reports for sales to send to our clients
• Schedule all necessary fulfilment calls with clients and the fulfillment team.
• Work with the Product (for feedback, etc) + Marketing and Sales Teams to champion customer insights, stories and milestones.
• Follow up with sponsors within two days of their simulation session to schedule a debrief with a sales team member.
• Coordinate with the sales team on a weekly basis to share client insights, updates and company news that might lead to new opportunities
• Record external NPS survey results from clients (when necessary)
• Leverage and update engaging “success plays”, email templates, and meeting frameworks to help streamline Customer Experience activities
• Partner with Sales to maintain pipeline and daily activities in Salesforce, utilization / renewal updates, as well as track interactions with clients
• Partner with sales to understand the clients' fulfilment needs for engagements
• Collaborate with sales to create business reviews.

Customer Support

• Set up and perform logistics calls with clients or end users to ensure technology and facility requirements are met (ideally a few weeks prior to the session)
• Maintain relationships + coordinate logistics with the clients
• Ensure all session-related tasks are completed for each session (logistics, technology, materials, etc).
• Follow up with clients the following day with the NPS survey
• Monitor Service Cloud cases and support line, and respond within 2 hours during your business hours
• Monitor the emergency support line as needed, including 2 weekends per quarter. During this time, respond to emails within 4 hours and phone calls immediately.
• Track all customer feedback and issues and forward them to the relevant teams.
• Request a booking for a Facilitator with the Resourcing Specialist and confirm the schedule with the client for all deliveries
• Email Facilitator with New Facilitator Invitation for all new certification candidates and track their progress.
• Meet administrative responsibilities, including timely updating of Simple (simulation management system), Salesforce opportunity tracking and supporting the Account Managers
• Add/Update client’s Block/Funds in Simple

Other

• Answer questions from the rest of the CX team when they need help
• Meet your internal EP Initiative commitments to help grow and strengthen the business
• As deemed beneficial by you and your colleagues, attend trade shows, increase skills through training, attend network meetings and other outside activities
• Join sales meetings when required
• When necessary, attend workshops to assist with setup and participant questions.

Knowledge, Skills, and Abilities

• Superb relationship-building skills, with a proven ability to cultivate deep and meaningful relationships with your teams and clients
• Impeccable written and oral communication skills
• Extremely analytical; you leverage data in all of your decision-making
• Highly organized
• Familiar with Salesforce
• Results-oriented; you always have your next goal in mind, and a plan to get there

Qualifications

2-5 years of Account Management, Customer Support / Experience or similar