Remote Customer Experience Manager – Lifecycle & Outcomes

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

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.