Customer Experience Manager

About the role

The Customer Experience Manager will lead the end‑to‑end journey for users of Technier’s software solutions. Working remotely on a contract basis, you will monitor satisfaction, analyse feedback and support data, and drive continuous improvement across product, communication and service processes.

Key responsibilities

• Track and report on customer satisfaction metrics and support KPIs.
• Analyse feedback and usage data to identify pain points and improvement opportunities.
• Collaborate with product, development and support teams to implement experience enhancements.
• Document customer requirements and manage escalated issues.
• Design and maintain communication standards and self‑service resources.
• Provide regular insight reports to internal stakeholders.

Required profile

• Proven experience improving customer journeys in software, IT services or digital products.
• Strong analytical ability to turn data into actionable recommendations.
• Excellent communication and client‑facing skills.
• Self‑motivated, organized and comfortable working independently in a remote contract setting.
• Bachelor’s degree in Business, Communications, Marketing or related field, or equivalent experience.

Required skills

• Experience with CRM tools.
• Familiarity with customer feedback platforms.
• Ability to build and use reporting dashboards.