Senior Customer Experience Manager

Description

The Senior Customer Experience Manager (CXM) is responsible for driving client value, adoption, and retention across the full customer journey. Serving as the voice of the client within Aspire Technology Partners and a key liaison in partnership with the account teams, this role preserves and grows accounts by building profitable long-term relationships and continuously improving the customer experience.

The Senior CXM accelerates adoption of SaaS products sold by Aspire, leads clients through Strategic Business Reviews, and develops the Customer Success and Business Outcomes Plans that tie measurable KPIs to client success. Working across multiple departments, the role surfaces client concerns and end-user feedback to inform product enhancements, manages the Lifecycle Incentives (LCI) program, and develops new CX offerings along with the playbooks and best practices that scale Aspire’s Customer Experience practice.

The ideal candidate has experience supporting multiple small to mid-sized enterprises, a track record of exceptional customer care, strong communication, project management, and analytical skills, working knowledge of the Cisco portfolio, and a proven ability to work cross-functionally with senior-level management.

ESSENTIAL DUTIES AND RESPONSIBILITIES- MAY INCLUDE THE FOLLOWING: OTHER DUTIES MAY BE ASSIGNED.  

Customer Success & Relationship Management

· Build, maintain, and grow profitable long-term relationships with clients, and expand profitable opportunities within the existing client base.

· Act as the voice of the client within Aspire Technology Partners while developing, executing, and continuously improving the customer experience across the entire client journey.

· Proactively monitor customer engagement through regular client interactions and feedback mechanisms to ensure that each client’s ongoing services experience reflects clear value and service excellence.

· Develop, document, and support the execution of Customer Success Plans and Business Outcomes Plans that identify Key Performance Indicators (KPIs) and drive measurable success against them.

· Lead clients through Strategic Business Reviews, regular reporting, and ongoing communications.

· Provide monthly and quarterly customer health and risk assessments, and surface customer insights and feedback to account managers to resolve challenges.

· Gather initial intake information from contacts, referrals, or clients needed to establish and onboard new client relationships.

· Execute customer calls and emails with quality, care, empathy, and professionalism.

Adoption & Enablement

• Accelerate customer adoption of SaaS products Aspire sells through enablement, usage training, and regular client communication, with a strong understanding of the business outcomes and KPIs behind each engagement.

• Identify pain points and drive continuous process improvement to achieve customer, Aspire, and Cisco business goals.

• Serve as a point of escalation, partnering with internal departments to resolve client subscription issues.

LCI Program Management

• Manage the Lifecycle Incentives (LCI) program end to end, tracking earning opportunities across the client portfolio and ensuring no eligible milestones are missed.

• Identify viable LCI opportunities by analyzing client subscriptions, adoption stages, and lifecycle milestones to determine where incentives can be claimed.

• Coordinate the resources required to drive the adoption activities that unlock LCI eligibility, aligning internal or external teams and client stakeholders around the necessary actions.

• Track LCI claim submissions and payments through to completion, maintaining accurate records and reporting on realized incentive value.

Microsoft – CX Practice Development

• Establish and lead a new Customer Experience practice focused on driving client adoption of Microsoft collaboration tools (e.g., Teams, SharePoint, and the broader Microsoft 365 collaboration suite).

• Define the adoption methodology, enablement materials, and success metrics that form the foundation of the new practice.

• Partner with clients to drive meaningful usage and adoption of Microsoft collaboration tools, translating product capabilities into tangible business outcomes.

• Document, establish, and implement the processes, playbooks, and best practices needed to scale the practice as demand grows.

Feedback, Process & Practice Building

• Create and manage feedback mechanisms — including surveys and executive and operational touchpoints — to ensure the services Aspire provides are of the highest quality and aligned to the target market.

• Partner with product leads on new product releases, helping to determine how best to bring new services and functionality to market, and documenting and implementing the supporting processes and procedures.

• As demand grows, work with Aspire leadership to build out and develop the Customer Experience team.

Cross-Functional Collaboration & Culture

• Work effectively across departments with internal and external executive management, sales managers, project managers, and engineers, bringing passion, empathy, and a calm, steady presence to every interaction.

• Attend sales and engineering meetings to educate teams on Aspire’s CX offerings, and collaborate with peers to establish best practices.

• Participate in onsite and offsite events to promote Aspire’s Customer Experience.

• Embrace the Aspire culture by supporting colleagues and helping the organization excel.

• Perform other duties as assigned.

Requirements

   Minimum Education and Experience: 

Bachelor’s Degree or 5+ years of equivalent professional experience required 

3+ years of experience focused in technology–based consulting or equivalent industry experience 

Experience in a Sales, with a specialization as a client support role within a technology focused organization, a background in annuity sales, or other customer success role. Ability to develop strong relationships with the user/customer/internal communities.

 Preferred Education and Experience: 

Bachelor’s degree or above

Expertise of Cisco Portfolio

Knowledge of MSFT Portfolio

CSM Certification

Prior Experience is SaaS, Sales, or customer facing positions 

Required Qualifications: 

· Demonstrated professional growth and a proven ability to work effectively across functions and teams.

· Exceptional client service orientation, with strong relationship management, communication, project management, and strategic analytical skills.

· Experience reporting to and partnering with senior-level management.

· Outstanding verbal and written communication skills, with the ability to engage audiences at all levels, including strong client-facing abilities.

· Working knowledge of the Cisco portfolio.

· Proven ability to develop and document playbooks and adoption processes across all supported architectures, including maintaining current materials and driving continuous improvement.