Customer Experience Manager (OEM Infrastructure)

at Celestica in Boise, Idaho, United States

Req ID: 135968

Remote Position: Yes

Region: Americas

Country: USA

Summary

As the Customer Experience Manager ( CXM ), you will be the champion for our customers, ensuring a seamless, high-value experience from initial engagement through deployment and lifecycle support of our server and networking portfolio. You will work closely with sales, engineering, and support teams to map the customer journey, analyze feedback, and drive process improvements that reduce churn and build long-term loyalty

Detailed Description

Key Responsibilities

+ Customer Journey Mapping & Optimization: Map the end-to-end customer journey-from order configuration and procurement to installation of switches/servers and post-sales support-to identify and eliminate friction points.

+ Voice of the Customer (VoC): Lead the collection and analysis of customer feedback through NPS (Net Promoter Score), CSAT (Customer Satisfaction), and direct interviews to identify actionable insights.

+ Cross-Functional Collaboration: Act as the internal voice of the customer, partnering with Product Management, Technical Support, and Supply Chain to resolve complex, recurring issues and improve product reliability.

+ Strategic Relationship Management: Engage with high-value enterprise customers to understand their specific infrastructure needs, serving as a strategic partner to ensure they achieve maximum value from their investments.

+ Escalation Management: Guide teams in effective, proactive resolution of critical customer issues, acting as the final point of escalation to maintain trust.

+ Performance Tracking: Define and monitor key performance indicators (KPIs) related to customer experience, reporting regularly on trends and improvements to senior leadership.

Knowledge/Skills/Competencies

Required Skills and Qualifications

+ Experience: 5+ years of experience in customer success, customer experience, or account management, preferably within a B2B technology or hardware OEM environment.

+ Technical Familiarity: Understanding of enterprise IT infrastructure (servers, storage, networking switches) is highly desirable.

+ Data Analysis: Strong proficiency in CRM tools (e.g., Salesforce) and experience analyzing qualitative and quantitative data to drive decision-making.

+ Communication: Exceptional verbal and written communication skills, with the ability to influence cross-functional teams.

+ Education: Bachelors degree in Business, Marketing, IT, or a related field.

Pe