Customer Experience Manager - Flexible, Impactful Role

Associa; Wilmington (NC); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Paid Time Off

Company Paid Holidays

Medical, dental, and vision plans

401(k)

Life Insurance

Short-term Disability

Long-term Disability

Hospital Indemnity

Accident coverage

Critical Illness coverage

Employee Assistance Program

Job summary

Associa is seeking a Customer Experience Manager to oversee and optimize the complete customer journey for CAMS clients, from onboarding through renewal. You will collaborate with Sales, Transitions, Operations, Regional Leadership, Community Managers, Customer Support, Accounting, and Marketing to deliver a consistent, high-quality experience across the client lifecycle.

Responsibilities include measuring customer health, identifying improvement opportunities, driving retention initiatives, and

Qualifications

• Bachelor's degree or equivalent experience preferred.
• 5+ years of experience in customer experience, client success, operations, or service management.
• Experience leading a team managing the Community Support Team, Transitions team and other customer success members.
• Experience leading cross-functional initiatives.
• Experience using customer feedback and operational data to drive improvement.

Responsibilities

• Own and continuously improve the end-to-end customer journey from contract signing through long-term partnership.
• Own the customer’s onboarding experience and monitor readiness throughout transition and implementation.
• Develop customer health scoring methodologies and monitor satisfaction, engagement, risk, and retention.
• Conduct periodic audits of customer interactions and ensure adherence to service standards.
• Provide customer experience insights and recommendations for strategic initiatives and partnerships.

Skills

Customer service

Presentation skills

Data-driven

Project management

Cross-functional leadership

Dashboard tools

Education

Bachelor's degree

Tools

CRM analytics tools

Job description

Associa is seeking a Customer Experience Manager to oversee and optimize the complete customer journey for CAMS clients, from onboarding through renewal. You will collaborate with Sales, Transitions, Operations, Regional Leadership, Community Managers, Customer Support, Accounting, and Marketing to deliver a consistent, high-quality experience across the client lifecycle.

Responsibilities include measuring customer health, identifying improvement opportunities, driving retention initiatives, and