Customer Experience Manager

Job description

You will join the Customer Experience team at the employer as a Customer Experience Manager, responsible for driving strategy and adoption of the employer services and software and achieving value across key enterprise accounts in the Kingdom. You will collaborate with sales, renewals, customer success specialists, business units, and implementation teams to ensure customers achieve measurable business outcomes, secure long-term renewals, and enhance their technology investment returns. You will have overall responsibility for creating and executing comprehensive lifecycle adoption plans for 2-3 strategic accounts, serving as a trusted advisor to senior technical and executive leaders, and leading value workshops and business reviews to demonstrate ROI and drive technology transformation. You will oversee service financials including revenue, margin, and strategic investment decisions, and effectively manage renewal risk. Using modern AI tools, automation, and predictive analytics dashboards, you will simplify technical workflows, remove adoption barriers, and champion the voice of the customer within the employer to deliver world-class experiences.

Requirements

• Bachelor's degree in Business, Computer Science, Information Technology, Engineering, or a related field
• Proven financial responsibility in managing service revenue, margin, contract governance, or renewal risk mitigation
• Technical certification at the Associate level (such as CCNA, Cloud, or AI Associate)

Skills