Customer Service/Retail Associate supporting patients by assisting with medical supplies purchase. Ensuring smooth transactions and providing exceptional service in a friendly environment.
About the role
- Customer Experience Manager at Portnox driving success and satisfaction for major customers. Focused on project management, account ownership, and strategic growth.
Responsibilities
- Lead the customer lifecycle—from sales alignment to onboarding, adoption, and growth.
- Oversee the onboarding of our largest and most strategic accounts, ensuring a seamless and timely process by coordinating with internal technical teams and customer-side stakeholders.
- Act as the subject matter expert (SME) for your assigned accounts. Build and maintain strong, multi-threaded relationships within customer organizations.
- Conduct regular check-ins to ensure customers are fully utilizing the solutions they’ve purchased. Monitor customer health, proactively address concerns, and ensure satisfaction.
- Partner with sales to identify expansion opportunities within existing accounts.
- Work closely with cross-functional teams, including Sales, Product, and Support, to deliver a consistent and cohesive customer experience.
- Maintain and update customer health scores, provide account updates to the executive team, and build reports to inform strategic decision-making.
- Continuously refine onboarding and customer success processes to improve efficiency and satisfaction.
- Build scripts, create documentation, and track key customer interactions using Salesforce and other CX tools.
Requirements
- 3–7 years in customer success, customer experience, sales, project management, or account management, preferably within SaaS or cybersecurity.
- Familiarity with Salesforce and other customer success tools (e.g., GUIDEcx, Planhat, or similar) is a strong plus.
- Experience managing technical projects.
- Exceptional verbal and written communication skills, with the ability to engage with technical and non-technical stakeholders at all levels.
- Strong project management skills with the ability to juggle multiple priorities while maintaining attention to detail.
- Proactive, solutions-oriented mindset with a focus on delivering high-quality results.
- A customer-centric approach with a passion for ensuring customers achieve their desired outcomes.
- A collaborative attitude with the ability to work cross-functionally in a fast-paced, growth-oriented environment.
- Bachelor’s degree or equivalent experience in a related field.
Benefits
- Opportunity to make a significant impact on the operations of the company.
- Collaborative and dynamic work environment with opportunities for professional growth and development.
- Competitive compensation and benefits package.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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