Senior Customer Experience Manager - Remote

Overview

The Senior Customer Experience Manager is similar to that of the staff-level SCXM with the additional focus on “advanced” aspects of communications, coordination and mentoring across the organization. You engage cross-departmentally on escalated Support issues for New Relic’s high-priority customers. As a vital member of the Global Technical Support team, you facilitate cross-team communication and drive resolution of the most critical and complex technical support issues, own communication of sensitive/strategic Support communications and work across the organization to ensure a positive support experience. In the course of these duties you will model best practices and mentor the SCXM team on handling complex or difficult situations.

In Short

• Deliver on all the elements of the SCXM job description and...
• Senior SCXM-specific functions:
• Owns the coordination and alignment of other internal groups to provide customers with a unified and cohesive message for product deprecations, product updates, and large-scale customer-impacting announcements. Groups include CSM's, TAMs, Legal, Security
• Leads, with SCXM Management and Team Leads, to execute organizational and customer experience focused projects and process improvements
• Represents the “voice of the customer” in Product Management/Support cross-team meetings and provides guidance on customer communication needs for product changes
• Coordinates with Account Management/Sales teams to schedule and deliver trainings on SCXM team roles and responsibilities and appropriate escalation guidelines
• Manages and partners with account team for priority accounts - take an overview role to proactively identify issues and provide guidance to team members
• Mentors and guides support engineers and SCXM, acting as an escalation for difficult or hard-to-manage issues from other SCXM team members or from other departments

Requirements

• You have a proven track record of mentoring team members and providing leadership for escalated accounts
• You have a demonstrated ability to identify mission critical issues and communicate effectively to internal account and executive teams
• You have a demonstrated ability to lead a project and see it through to completion
• You demonstrate effective presentation skills
• You are highly respected by peers and management for providing effective collaboration and partnerships

Benefits

• Experience as a Support Engineer in Enterprise or SaaS companies
• Experience using New Relic products
• Problem solving or development in React, React Native, iOS or Android