Customer Experience Manager

• EXCO
• All Internal Departments

• Customers

This is a highly customer-facing role, with a significant focus on regularly meeting and engaging with CipherWave’s key customers The CEM will develop a strong understanding of each customer’s business, the CipherWave services they use, and how those services contribute value to their organisation.

A key objective of the role is to ensure that customers develop a strong relationship with CipherWave as a company, rather than that relationship being dependent solely on an individual Sales representative.

The CEM will act as a CipherWave Brand Champion, Customer Advocate and central point of connection, helping customers engage with the appropriate teams across Customer Support, Accounts, Sales, Service Delivery, Marketing and other areas of the business.

• Regularly meeting with and engaging CipherWave’s key customers
• Building strong relationships with multiple customer stakeholders
• Understanding each customer’s business, priorities and expectations
• Understanding and reinforcing the value CipherWave’s services provide to the customer’s business
• Monitoring customer satisfaction and overall relationship health
• Identifying customer concerns and potential churn risks early
• Acting as a central escalation point and coordinating internal teams where required
• Taking responsibility for the retention of allocated customers and their existing services
• Providing CipherWave with meaningful customer feedback to help improve its products, processes and overall customer experience
• Working across CipherWave to continuously improve the delivery of Customer Excellence

The primary commercial KPI for the role will be Customer Retention, supported by measures such as customer engagement, customer satisfaction, customer health, successful management of at-risk customers and reduction in avoidable churn.

Ultimately, the successful CEM will become a trusted CipherWave representative who understands our customers’ businesses, builds strong long-term relationships, ensures customers remain connected to the wider CipherWave organisation, and helps us continually improve the experience we provide

The CEM reports directly to the CEO