Customer Engagement Manager

CyberCoders, Inc.; Houston (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

CyberCoders, Inc. is seeking a Customer Engagement Manager to lead the customer experience across key touchpoints from initial contact through ongoing support. You will drive service excellence, oversee CRM usage, and collaborate with sales and operations to improve customer outcomes.

The role emphasizes using feedback, data, and performance metrics to identify issues and implement scalable improvements, ensuring a consistent experience across the customer journey.

Qualifications

• 5+ years in customer service, sales operations, or customer engagement.
• Experience leading or managing a customer service team.
• Experience in furniture, hospitality, student housing, or related industries preferred.
• Strong understanding of customer service operations and lifecycle.
• Experience developing, monitoring, and reporting on KPIs and performance metrics.
• Proficiency with CRM platforms such as Salesforce or HubSpot.

Responsibilities

• Lead customer service function to provide timely, high-quality support.
• Oversee resolution of inquiries, issues and escalated complaints.
• Develop and implement customer service policies, procedures and standards.
• Map and improve customer journeys across markets and segments.
• Maintain CRM data integrity and improve CRM processes.

Skills

Customer engagement

Customer service operations

Data analysis

Cross-functional collaboration

Leadership

Tools

Salesforce

HubSpot

Job description

CUSTOMER ENGAGEMENT MANAGER

POSITION SUMMARY

We are seeking a Customer Engagement Manager to lead and continuously improve the customer experience across key touchpoints throughout the customer journey. This role will oversee customer service operations, support sales effectiveness, manage CRM processes, establish performance metrics, and identify opportunities to improve how customers interact with the organization.

The successful candidate will work closely with sales leadership, customer service, and other internal teams to improve customer satisfaction and ensure a consistent experience from initial engagement through ongoing support. This role will use customer feedback, CRM data, and performance metrics to identify issues, improve processes, and provide actionable insights to leadership.

KEY RESPONSIBILITIES

CUSTOMER SERVICE AND ENGAGEMENT

Lead the customer service function and ensure customers receive timely, consistent, and high-quality support.

Oversee the resolution of customer inquiries, service issues, and escalated complaints.

Develop and implement customer service policies, procedures, and standards.

Identify gaps in the customer experience and implement improvements across key customer touchpoints.

Develop training programs and resources to ensure consistent service delivery across the customer service team.

Monitor customer feedback and identify recurring issues, trends, and opportunities for improvement.

Work directly with customers on complex or escalated issues when necessary.

Maintain a strong focus on customer satisfaction and long-term customer relationships.

CUSTOMER JOURNEY AND PROCESS IMPROVEMENT

Develop and maintain customer journey maps across key markets and customer segments.

Evaluate customer touchpoints throughout the sales and service process to identify gaps, inefficiencies, and opportunities for improvement.

Partner with internal teams to improve processes that impact the customer experience.

Use customer feedback and service data to recommend changes to processes, policies, and service standards.

Track the effectiveness of customer experience improvements and adjust strategies as needed.

Help create a consistent customer experience across sales, order coordination, customer service, and ongoing account support.

CRM AND CUSTOMER DATA

Support the effective use and continuous improvement of CRM systems and sales tools.

Ensure customer information, sales activity, service interactions, and related data are accurately maintained within the CRM.

Identify opportunities to improve CRM processes, reporting, and adoption.

Use CRM data to better understand customer activity, service performance, and areas requiring attention.

Partner with sales and customer service teams to ensure customer information is accessible, accurate, and useful.

PERFORMANCE METRICS AND REPORTING

Develop and monitor customer service KPIs including first response time, resolution time, customer satisfaction scores, and Net Promoter Score (NPS).

Monitor performance against established customer service and sales-related metrics.

Prepare reports on customer service performance, sales effectiveness, and customer experience trends.

Analyze performance data to identify issues and recommend actionable improvements.

Present findings, trends, and recommendations to senior management.

Use customer feedback and KPI data to measure the effectiveness of new processes and initiatives.

SALES AND CUSTOMER SERVICE ALIGNMENT

Work closely with sales leadership to ensure customer engagement activities align with broader sales strategies and business objectives.

Improve communication and coordination between sales and customer service teams.

Help ensure customers receive a consistent experience throughout the sales and post-sale process.

Identify breakdowns between departments that negatively affect customers and work with the appropriate teams to resolve them.

Provide sales leadership with customer insights, service trends, and performance data that can support decision-making.

Maintain awareness of industry trends and customer service best practices relevant to furniture, hospitality, student housing, and related markets.

TEAM LEADERSHIP

Lead, support, and develop the customer service team.

Establish clear expectations, service standards, and performance goals.

Provide training, coaching, and guidance to improve individual and team performance.

Ensure customer issues are appropriately prioritized, assigned, and resolved.

Create accountability around customer service metrics and service standards.

Promote strong communication and collaboration between customer-facing teams.

QUALIFICATIONS

5+ years of experience in customer service, sales operations, customer engagement, or a related function.

Experience leading or managing a customer service team.

Experience working in furniture, manufacturing, hospitality, student housing, or a related industry preferred.

Strong understanding of customer service operations and the customer lifecycle.

Experience developing, monitoring, and reporting on customer service KPIs and performance metrics.

Experience with CRM platforms such as Salesforce, HubSpot, or similar systems.

Strong analytical skills with the ability to interpret customer and performance data and turn findings into actionable recommendations.

Experience developing or improving customer service processes, policies, and procedures.

Strong communication, leadership, and relationship-building skills.

Ability to work effectively across sales, customer service, operations, and other departments.

Strong problem-solving skills with the ability to manage complex customer issues and competing priorities.