Customer Experience Manager

Job Description

Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using Amazon Web Services (AWS). We provide a full-range of AWS services including workload migrations and modernization, cloud native application development, DevOps, data engineering, security and compliance, and everything in between.

At Caylent, our people always come first.  We are a global company and operate fully remote with employees in Canada, the United States, and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!

The Mission

We are seeking a detail-oriented Customer Experience (CX) Manager  to join our team and drive customer satisfaction initiatives through data collection, analysis, and strategic reporting. This role focuses on capturing the voice of the customer and translating feedback into actionable insights that inform business decisions and improve customer experiences. This role offers the opportunity to be the voice of the customer within our organization and directly influence strategic decisions that enhance customer satisfaction and loyalty.

Your Assignment

Customer Engagement & Data Collection

• Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders
• Manage survey collection through various channels including live meetings, email and project team collected responses
• Ensure consistent data collection processes and maintain high response rates

Data Analysis & Insight Generation

• Analyze quantitative metrics (CSAT, NPS) to identify trends, patterns, and areas of concern
• Review and categorize qualitative customer feedback to identify recurring themes and pain points
• Synthesize complex customer data into clear, actionable recommendations
• Track metrics against customer experience benchmarks and goals

Strategic Reporting & Presentation

• Create comprehensive reports and dashboards that communicate customer sentiment to leadership
• Present findings and recommendations to executives, department heads, and cross-functional teams
• Develop compelling narratives that connect customer feedback to business impact
• Facilitate customer experience review meetings with organizational leaders

Required Qualifications

• 3+ years experience in a customer experience role, professional services, or customers relationship management
• Strong analytical skills with experience in statistical analysis and reporting
• Excellent written and verbal communication skills
• Experience presenting to senior leadership and stakeholders
• Excellent time management with the ability to prioritize tasks and manage engagement coverage workload
• Enthusiasm for working in a startup environment and the desire to engage with cross-functional departments

Preferred Qualifications

• Experience with CRM systems and customer feedback management platforms
• Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools
• Knowledge of customer experience methodologies and best practices
• Working knowledge of AWS cloud offerings and solutions
• Knowledge and understanding of cloud industry trends and new technologies
• Data analytics basics; viewing customer feedback data and proposing process changes
• Entry or mid-level cloud certification, e.g. AWS Cloud Practitioner

Benefits

• 100% remote work
• Medical Insurance for you and eligible dependents
• Generous holidays and flexible PTO
• Competitive phantom equity
• Paid for exams and certifications
• Peer bonus awards
• State of the art laptop and tools
• Equipment & Office Stipend
• Individual professional development plan
• Annual stipend for Learning and Development
• Work with an amazing worldwide team and in an incredible corporate culture

NOTE: We’re unable to provide visa sponsorship now or at any time in the future.

At Caylent, we are committed to fair, transparent, and inclusive hiring practices. As part of our recruitment process, we may use artificial intelligence (AI) tools or automated systems to assist with the screening and evaluation of applications to help match candidate qualifications with job requirements.

These tools are designed to support — not replace — human decision-making. Final hiring decisions are always made by our trained recruitment professionals.

If an AI or automated tool is used during your application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner.

If you have any questions, please contact [email protected]

Caylent is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.

We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [email protected].