Job#: 3048692 Job Description: Customer Experience Manager Location: Austin, TX (Hybrid)
Type: 6 month contract to hire
Overview
We are seeking a Customer Experience Manager (CEM) to serve as the primary point of contact and trusted advisor for a dedicated enterprise client. This role is responsible for driving customer satisfaction, overseeing service delivery, ensuring contractual success, and fostering long-term client partnerships.
The ideal candidate will have experience managing enterprise IT services, customer success initiatives, and executive-level relationships while collaborating closely with technical, delivery, and sales teams to achieve business outcomes.
Key Responsibilities
Client Relationship Management
- Act as the primary customer advocate and strategic partner for a dedicated enterprise client.
- Build relationships with client stakeholders, including technical teams and executive leadership.
- Conduct regular onsite and virtual meetings to review service performance, priorities, and strategic objectives.
- Lead Monthly Service Reviews (MSRs) and Executive Business Reviews (EBRs).
- Develop and maintain customer success plans aligned with business goals and contractual commitments.
Service Delivery & Customer Success
- Oversee the successful delivery of contracted managed services and subscription-based offerings.
- Ensure service delivery aligns with established SLAs, KPIs, and customer expectations.
- Monitor customer satisfaction metrics, identify improvement opportunities, and drive corrective actions when needed.
- Manage escalations and coordinate cross-functional teams to ensure timely resolution of service issues.
- Drive continuous service improvement initiatives that enhance business value and customer outcomes.
Platform Adoption & Operational Excellence
- Promote adoption and utilization of customer experience and service management platforms.
- Facilitate onboarding, training, and enablement activities for client stakeholders.
- Track customer engagement, service utilization, and contractual entitlements.
- Manage contract true-ups, service changes, and related documentation.
- Maintain action-item tracking, service improvement plans, and customer activity records.
Cross-Functional Collaboration
- Partner with engineering, operations, project delivery, support, and sales teams to ensure a seamless customer experience.
- Communicate customer feedback and business requirements to internal stakeholders.
- Support service enhancements and process improvements that drive measurable business outcomes.
Required Qualifications
- 5+ years of experience in Customer Success, Customer Experience, Service Delivery, Engagement Management, Operations Management, or a related client-facing role.
- Proven success managing enterprise customer relationships and executive-level communications.
- Project coordination, organizational, and process improvement skills.
- Excellent written, verbal, and presentation skills.
- Ability to prioritize multiple initiatives while maintaining a high level of customer satisfaction.
- Experience working collaboratively with both technical and business stakeholders.
Preferred Qualifications
- Experience supporting managed services, networking, unified communications, cloud, collaboration, or IT infrastructure environments.
- Working knowledge of:
- Cisco collaboration technologies
- Voice and contact center solutions
- Network infrastructure concepts
- IT Service Management (ITSM) practices
- Experience with ServiceNow.
- ITIL Foundation Certification.
- Bachelor's degree or equivalent experience.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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