Description
The Customer Experience Manager oversees and optimizes the complete customer journey for CAMS clients from onboarding through long-term partnership and renewal. The role partners with Sales, Transitions, Operations, Regional Leadership, Community Managers, Customer Support, Accounting, and Marketing to improve customer touchpoints, adoption, satisfaction, retention, and service quality. Responsibilities include developing customer journey maps and health-scoring methodologies, monitoring customer health and retention indicators, conducting service audits, identifying coaching opportunities, and advising executive leadership on customer-impact assessments for operational, technology, and policy changes.
