Regional Customer Experience Manager

Summary

Join Pax8, a leading cloud-based technology marketplace, as a Regional Customer Experience Representative! In this role, you will drive coordination and enablement of customer lifecycle activities across key initiatives, acting as a central liaison between customers, partners, and Pax8. Key responsibilities include managing opportunities, operationalizing customer relationships, and collaborating with diverse stakeholders to ensure a seamless customer experience. You will manage day-to-day interactions, match customer demand with partners, oversee pipeline management, conduct follow-ups, and foster relationships. Reporting and projections are also crucial aspects of this position. This is a hybrid/remote role within the Americas region, offering a dynamic and collaborative work environment.

Requirements

• Proven expertise in stakeholder and partner relationship management, fostering trust and collaboration across diverse teams
• Strong background in channel enablement, with a focus on sales channel strategy, market dynamics, and vendor engagement
• Deep understanding of SaaS platforms and marketplace ecosystems, with the ability to navigate and leverage these for success
• Exceptional communication, interpersonal, and collaboration skills, ensuring alignment across all stakeholders
• Ability to multitask effectively, managing multiple priorities and projects in a fast-paced, dynamic environment
• A customer-first mentality, coupled with a strong drive to achieve and exceed goals
• Analytical mindset with a data-driven approach, supported by excellent organizational and documentation skills
• Demonstrated customer focus, with a passion for delivering impactful solutions and experiences
• Experience in pipeline management and reporting, ensuring transparency and actionable insights
• Proven ability to collaborate cross-functionally and drive results through teamwork
• Familiarity with Pax8 systems, processes, and tools, with the capability to optimize their use for program success
• B.A./B.S. in a related field or equivalent work experience

Responsibilities

• Manage day-to-day interactions with customers in the Matchmaker, ISV, and CEP programs
• Match customer demand with ideal partners in the Pax8 community
• Oversee Pipeline Management: Track opportunities passed to partners and maintain accurate updates in the CRM system
• Conduct Partner and Customer Follow-ups: Capture feedback, sentiment, and scores to inform program improvements
• Foster and Maintain Relationships Across Stakeholders: Collaborate with Pax8 teams, Partners, and Customers to strengthen connections and align on goals
• Reporting and Projections: Align with the Manager of Global Customer Enablement and the Customer Experience Designer to generate reports and provide strategic projections
• Support PTP Enablement and Services at Scale: Contribute to initiatives that enable streamlined processes and scalable services

Preferred Qualifications

• Compassionate Candour—We aim to assist others with candid, actionable feedback
• Seek to Understand—Be open, curious and committed to learning
• We Before Me—Actively collaborate and seek out diverse perspectives to ensure a win for Team Pax8
• Do What You Say—Take ownership and honor your commitments; prioritize and deliver
• Light Up Learning—Be brave and try new ideas; be vulnerable and share your failures so everyone can learn from our mistakes
• Driven by Passion—Connects personal passion to Pax8 mission, resilient in face of adversity and uncertainty in pursuit of mission

Benefits

• Non-Commissioned Bonus Plans or Variable Commission
• 401(k) plan with employer match
• Medical, Dental & Vision Insurance
• Employee Assistance Program
• Employer Paid Short & Long Term Disability, Life and AD&D Insurance
• Flexible, Open Vacation
• Paid Sick Time Off
• Extended Leave for Life events
• RTD Eco Pass (For local Colorado Employees)
• Career Development Programs
• Stock Option Eligibility
• Employee-led Resource Groups