Customer Experience Manager

$70,000 - $80,000/Yr

Cologix - Columbus, OH

Full-time - Mid Level

Columbus, OH

Professional, Scientific, and Technical Services

About the position

As a Customer Experience Manager with Cologix, you will be responsible for managing and scaling the Customer Experience function. This role is pivotal in ensuring that our customers receive the highest level of satisfaction throughout their journey with us. You will collaborate internally to support service requests, security operations, data center maintenance, and incident management, all while delivering exceptional customer service. Your daily responsibilities will include service order management of all customer orders, assisting with implementation efforts alongside the Operations staff to uphold industry-leading standards. You will document and manage all customer support requests in a timely manner, ensuring that each customer feels valued and supported. In addition, you will assist customers through the Cologix onboarding process, providing them with the necessary tools and resources for a successful experience. This includes training within the Cologix Portal to enable self-service capabilities. Addressing customer concerns and escalations will be a key part of your role, requiring you to engage the necessary internal resources to provide the best solutions. You will also notify customers of maintenance and repair activities, prioritize multiple workstreams to ensure timely delivery of customer expectations, and coordinate communications regarding service interruptions or impairments, including post-incident follow-ups. Compliance with all security standards for the Cologix data centers and its customers is essential, and you will be responsible for contacting customers to obtain feedback and disseminate information to the appropriate Cologix teams. Your ability to manage these tasks effectively will contribute significantly to the overall customer experience and satisfaction.

Responsibilities

• Manage and scale the Customer Experience function.
• Collaborate internally to support service requests, security operations, data center maintenance, and incident management.
• Oversee service order management of all customer orders to assist with implementation efforts with the Operations staff.
• Document and manage all customer support requests in a timely manner.
• Assist customers through the Cologix onboarding process, providing necessary tools and resources for a successful experience.
• Train customers within the Cologix Portal to enable self-service capabilities.
• Address customer concerns and escalations by engaging necessary internal resources.
• Notify customers of maintenance and repair activities.
• Prioritize multiple workstreams ensuring timely delivery of customer expectations.
• Coordinate and distribute customer communications for service interruptions or impairments, including post-incident follow-up.
• Ensure compliance with all security standards for the Cologix data centers and its customers.
• Contact customers to obtain feedback and disseminate information to appropriate Cologix teams.

Requirements

• Bachelor's Degree
• 2+ years' work experience in a relevant field
• 3 years in a customer service role
• Knowledge of telecommunications and data center operations
• Ability to deal with ambiguity and adapt to change
• Excellent written and oral communication skills
• Highly organized and detail-oriented
• Skilled at prioritization and project management
• Self-directed and able to complete tasks with little or no direction
• Strategic and proactive mindset, able to anticipate customer needs