Company Summary:
Xcelocloud is a global multi-vendor support service that provides seamless advanced engineering and support for market-leading technology vendors—all within a single, robust platform. As technology evolves, organizations face increasing pressure to boost efficiency, enhance customer experience, and meet growing business demands. At Xcelocloud, we rise to this challenge by delivering streamlined IT solutions that simplify the complexities of multi-vendor environments, helping enterprise companies achieve more with less. Our services are exclusively offered through value-added resellers and distributors, who white-label or leverage Xcelocloud’s expertise to power their offerings.
We’re a fully remote, globally distributed team setting new benchmarks for tech-enabled support services in today’s digital world. By empowering a modern workforce with flexibility and autonomy, we’re shaping the future of work while ensuring top-tier support for our customers. At Xcelocloud, we believe that building a strong culture in a remote environment comes from hiring highly skilled, empathetic individuals who collaborate, innovate, and uplift each other daily. If you’re ready to be part of a forward-thinking team driving excellence in IT support, we’d love to have you on board!
Job Summary:
We are looking for a highly motivated and experienced Customer Experience Manager to ensure that Xcelocloud’s enterprise clients receive exceptional service and maintain long-lasting, successful partnerships. The ideal candidate will be responsible for overseeing all customer interactions, leading routine performance meetings and Quarterly Business Reviews, and driving strategies to enhance the overall client experience. The CEM operates within Xcelocloud as an internal customer advocate, able to help address support questions, projects, billing inquiries and even engaging sales to assist with service additions.
Responsibilities:
- Customer Engagement: Act as the primary point of contact for enterprise customers, ensuring proactive communication and resolution of concerns.
- Quarterly Business Reviews (QBRs): Lead structured QBR meetings to evaluate performance, align with client goals, review service level agreements (SLAs), and identify opportunities for improvement and growth.
- Customer Success Planning: Develop and implement customer success plans that align with customer objectives, ensuring that Xcelocloud’s services meet their business goals.
- Customer Feedback and Advocacy: Gather and analyze customer feedback to identify service gaps and work with internal teams to continuously improve the customer experience.
- Relationship Building: Foster strong, positive relationships with key stakeholders in customer organizations, understand their business challenges, and align Xcelocloud’s solutions to meet their needs.
- Metrics and Reporting: Track customer satisfaction metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) to monitor and improve service delivery.
- Issue Escalation and Resolution: Manage and resolve any escalated customer concerns or issues, ensuring client expectations are met and exceeded.
- Internal Collaboration: Work closely with Xcelocloud technical, sales, and support teams to ensure consistent service delivery and advocate for the customer’s needs.
Qualifications:
- 5+ years of experience in customer success, account management, or a similar role in a Managed Services or IT environment.
- Proven track record of building strong client relationships and driving customer satisfaction.
- Strong leadership skills with the ability to influence internal teams and build trust with external customers.
- Experience leading QBRs and managing high-profile client relationships.
- Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.
- Strong organizational skills with the ability to juggle multiple priorities and deadlines.
- Knowledge of IT infrastructure and managed services solutions is a plus.