Cologix is hiring a
Customer Experience Manager

Summary

Join our team as a Strategic Customer Experience Manager at Cologix, where you will be responsible for managing existing relationships with dedicated large enterprise Customers and implementing Customer experience strategies that enhance satisfaction, improve engagement, and drive business growth.

Requirements

• Education: Bachelor’s Degree
• Minimum of 4+ years of experience in Customer experience management, customer experience, or a related field, with a focus on strategy development
• Strategic thinker with the ability to balance long-term vision with short-term execution
• Collaborative and team-oriented with a proactive approach to problem-solving
• Knowledge of telecommunications and data center operations preferred

Responsibilities

• Responsible for the overall direction, coordination, implementation, execution, control, and completion of specific projects ensuring consistency with company strategy, commitments, and goals
• Design and execute Customer experience strategies that are aligned with business goals, focusing on Customer satisfaction, loyalty, and retention
• Drive project completion across multiple teams, anticipating and removing barriers to meet go-live target date
• Prepare project status reports and keep team, management, Customers, and others informed of project status and related issues
• Facilitate business and technical design sessions and case model design
• Identify and map key Customer journeys across touchpoints, identifying pain points and opportunities to improve the Customer experience
• Serve as an advocate for the Customer within the company, ensuring customer needs are prioritized in decision-making processes
• Respond to all inbound support requests from Customers within industry leading response times
• Develop and distribute Customer communication of any service interruption, impairment and maintenance activities, including post-incident follow up
• Service order management of all new customer orders and assist with driving implementation efforts with the operations staff to ensure industry-leading standards
• Maintain all security standards for the Cologix data centers and its Customers
• Document all Customer communications within the Cologix CRM tool
• Proactively contact Customers to obtain feedback and disseminate information to appropriate Cologix teams
• Hold regular business reviews with Customers to ensure satisfaction throughout the entire company

Benefits

• Medical, dental and vision insurance
• Flexible spending account options
• Non-accrued PTO
• Company paid holidays
• 401k Retirement Plan
• Short- and Long-Term Disability