Customer Experience Manager

• Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders
• Manage survey collection through live meetings, email, and project team collected responses
• Ensure consistent data collection processes and maintain high response rates
• Analyze CSAT and NPS metrics to identify trends, patterns, and areas of concern
• Review and categorize qualitative customer feedback to identify recurring themes and pain points
• Synthesize customer data into actionable recommendations
• Track metrics against customer experience benchmarks and goals
• Create reports and dashboards communicating customer sentiment to leadership
• Present findings and recommendations to executives, department heads, and cross-functional teams
• Develop narratives connecting customer feedback to business impact
• Facilitate customer experience review meetings with organizational leaders
• Travel up to 25% depending on business needs

• 3+ years experience in a customer experience role, professional services, or customers relationship management
• Knowledge of customer experience methodologies and best practices
• Experience with CRM systems and customer feedback management platforms
• Strong analytical skills with experience in statistical analysis and reporting
• Excellent written and verbal communication skills
• Experience presenting to senior leadership and stakeholders
• Excellent time management with the ability to prioritize tasks and manage engagement coverage workload
• Enthusiasm for working in a startup environment and the desire to engage with cross-functional departments
• Familiarity with using AI tools to drive operational process efficiencies
• Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools
• Working knowledge of AWS cloud offerings and solutions
• Knowledge and understanding of cloud industry trends and new technologies
• Data analytics basics; viewing customer feedback data and proposing process changes
• Entry or mid-level cloud certification, e.g. AWS Cloud Practitioner
• Current legal authorization to work in Argentina; Caylent is not able to sponsor visa or work permit applications

• Pay in USD
• 100% remote work
• Generous holidays and flexible PTO
• Competitive phantom equity
• Paid for exams and certifications
• Peer bonus awards
• State of the art laptop and tools
• Equipment & Office Stipend
• Individual professional development plan
• Annual stipend for Learning and Development
• Work with an amazing worldwide team and in an incredible corporate culture