Infusionsoft is hiring!

Customer Experience Manager

Job Description

Who We're Looking For...

The Customer Experience Manager (CEM) ensures that every customer interaction and journey is delightful, intentional, and by design. Working with customers as well as internal stakeholders, the CEM conducts research and analysis to gain deep understanding and insights into specific customer journeys from the customer’s perspective. Then, with that knowledge, they will produce detailed customer journey maps, business impact analysis reports, and practical examples that will bring clarity and understanding to functional teams and contributors who will be designing software, value-add services, and supporting systems that solve for the needs of our customers. The purpose of the CEM position is to see that customer’s feels empowered and delighted as they do business with Infusionsoft.

What You'll Be Working On

Creating customer journey maps that showcase the customer’s perspective, and what they see/experience within a given journey
Working with Managers, Directors, and functional leaders to coordinate changes to customer journeys/experience
Collaborating with internal teams to conduct customer research and translate learnings into a well-defined plan of action
Co-creating the optimal customer journey that is in alignment with Infusionsoft’s overall mission and strategy
Following Infusionsoft’s guidelines for delivering ‘Delight by Design’ with every interaction
Carrying out company and department initiatives to meet monthly, quarterly, and annual goals

Skills & Responsibilities

What You'll Need to be Successful

2-4 years experience in a Customer Experience role working with customers and internal teams to understand customer journeys, identify gaps, and design the optimal solution.
Excellent communication skills to gain customer understanding and insight that will lead to root cause identification without injecting bias
Excellent project management and organizational skills will be necessary to collaborate effectively, establish project milestones, and meet due dates for execution and delivery across multiple functions of the business
Moderate to high business acumen with the ability to correlate high level business impact pertaining to specific customer journeys

What We'd Love to See

3+ years experience working in SaaS industry
Bachelor’s Degree or higher in a related field
Experience with CRM (e.g. NetSuite, Salesforce, etc.)
Ability to work in a fast-pace, ever changing environment
Highly collaborative and approachable in developing and working towards a shared vision for success