At Certinia, we focus on turning complex service operations into manageable systems that enhance customer success. As we continue to evolve, the Global Customer Care team is looking for a Customer Experience Manager who can lead our efforts in navigating and optimizing customer interactions during critical escalations.

Requirements

Proven track record in managing customer escalations within the SaaS or enterprise software sector.
Experience leading teams, with a focus on mentoring and developing others.
Strong communication skills, both written and verbal, especially when dealing with high-stakes situations.
Ability to work with cross-functional teams, creating alignment between Support, Product, and Engineering.
Exceptional organizational skills that enable management of multiple priorities effectively.
Experience in identifying process gaps and recommending improvements based on insights from escalations.
Comfort with ambiguity and a knack for problem-solving in fast-moving environments.

Benefits

Competitive salary range between $85,900 and $125,000, based on your experience and skills.
Flexible work arrangements that allow for a healthy work-life balance.
Access to ongoing professional development and training opportunities.
Comprehensive health benefits, including medical, dental, and vision coverage.
A supportive culture that values collaboration and continuous improvement.

You’ll Be a Great Fit If...

You thrive in situations where you can turn challenges into opportunities for growth and improvement.
Your leadership style is grounded in empathy and your decisions are informed by data and customer feedback.
You find satisfaction in guiding teams through complex issues, ensuring that everyone remains aligned and focused.
You approach problem-solving with a calm demeanor, even when faced with shifting priorities.
Your attention to detail helps you spot potential issues before they escalate, keeping customers informed and reassured.

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Customer Experience Manager