Customer Experience Manager

NWN; Boston (MA); Remote; USD 100,000 - 150,000; Full time

Job summary

NWN is seeking a Customer Experience Manager in the Boston area with remote options to lead the lifecycle experience for our core offerings. You will forecast, track, and report on customer engagements, drive best-practices, and ensure proactive communication to deliver value across the services lifecycle.

The role requires seven+ years in operations or engagement management, strong process skills, and experience with ServiceNow.

Qualifications

• Seven+ years in an operations or engagement management role.
• Experience interpreting call flows and basic Cisco routing/switching is a plus.
• Strong written and verbal communication skills.

Responsibilities

• Proactively manage customer experience across the lifecycle of our core offerings.
• Forecast, track, and report on recurring service-based customer engagements.
• Drive adherence to NWN best practices in monitoring, management and lifecycle adoption services.
• Ensure proactive, timely and professional communications with customers throughout the lifecycle.
• Advocate for customers across the NWN organization.
• Manage day-to-day workload of NWN engineers with focus on outcomes, efficiency and accountability.
• Deliver core offerings with quality and consistency.
• Support agile delivery of enhancements as needed.
• Oversee case management and escalation to ensure quality delivery.
• Collaborate with technical delivery teams to resolve problems.

Skills

Operations management

Engagement management

Excellent communication

Organization skills

Process development

Adaptability to AI tools

Education

Bachelor's Degree (BA/BS)

Tools

ServiceNow

Job description

Customer Experience Manager

Job ID: 2026-7347

Type: Regular Full-Time

# of Openings: 2

Category: CUSTOMER SUCCESS

US-MA-Boston

Remote - United States

Responsibilities

• Proactively manage customer experience across the lifecycle of our core offerings.
• Accurately forecast, track and report on all recurring service based customer engagements across our core offerings.
• Drive adherence to NWN best practices in the execution of all monitoring, management and lifecycle adoption services.
• Ensure proactive, timely and professional communications with customers throughout the managed solutions lifecycle.
• Ensure all offerings are delivered according to the outcomes and metrics defined in the value based customer engagement process.
• Proactively advocate for customers across the entire NWN organization.
• Manage the day to day workload of NWN engineers with a focus on customer outcomes, efficiency and accountability.
• Personally accountable for successfully delivering our core offerings with quality and consistency.
• Agile delivery of enhancements as needed.
• Case management oversight, managing escalation to ensure quality delivery.
• Work collaboratively with technical delivery teams to resolve problems.
• Other responsibilities as assigned.

Qualifications

• Bachelor's Degree in Arts/Sciences (BA/BS) Undergraduate degree or equivalent work experience Preferred
• Minimum of seven years of experience in an operations management or engagement management role. Required
• Familiarity of call flows, can interpret network designs, basic Cisco routing, switching and hosted collaboration
• Possess strong organization skills.
• Must have the ability to develop and execute efficient and repeatable business processes.
• Excellent communication skill, both written and oral.
• Comfortable, poised, and affable with engineering, senior level executives, including NWN management.
• Proficiency in Service Now Product Suite.
• Vendor Management
• ITIL Foundation Certification Preferred
• PMP Preferred
• Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness.

Remote: Job duties are performed from the employee's home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.

Requires Travel - Yes

Requires Overtime - Yes

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Equal Opportunity Employer, including disability/protected veterans