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Customer Experience Manager

Hybrid in Park West, Dublin 12 - with visits to UKPermanent

Work matters. It’s where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey. Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Role Overview

The Customer Experience Manager, reporting directly to the Head of Customer Experience, is primarily responsible for managing the successful delivery of solutions and services to our clients, they will act as the voice of the client within Auxilion, with a core focus on client satisfaction.

The Customer Experience Manager will have a proven track record of successful customer engagements, an understanding of the customer journey, and be passionate about customer satisfaction.

The Team

The Customer Experience Team at Auxilion work with our Clients to help them achieve their business objectives by providing excellent solutions and services. As part of the Customer Experience team, you will work with our Clients to drive them to grow their business within the Auxilion brand by providing insight into the value of the Auxilion partnership.

What you get to do in this role:

Single point of contact for a customer into Auxilion for engagements and provides the lead for virtual delivery teams. You will orchestrate Auxilion’s engagement with the client, across projects, solutions and managed services.
Responsible for Client satisfaction throughout the engagement cycle, ensuring that the Clients expectations of delivery is clearly defined and met. Responsible for achieving customer satisfaction metrics through a structured customer satisfaction process.
Manage the existing commercial relationship (i.e. renewals) with the client while identifying up sell opportunities, and engaging Sales & Pre-Sales teams as appropriate.
Responsible for the overall commercial health of the client account, including P&L responsibility.

In order to be successful in this role, we need someone who has:

The ability to understand a customer’s business, including their goals and objectives, and aligning Auxilion solutions and services to support these goals and objectives.
Proven change and leadership experience.
Experience working in a consulting capacity.
Very strong communication skills with the ability to set appropriate expectations with the customer.
Experience managing engagements deploying technologies or services.
Experience of managing multiple, complex customer engagements.
Building cross-functional virtual teams to work in major accounts.
Relevant certifications in project or service management would be desirable.

Customer Experience Manager

Role Overview

What you get to do in this role:

In order to be successful in this role, we need someone who has:

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