CX Manager - HLS

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Manager - HLS based in the United States.** Take on a strategic, customer-facing role at the intersection of technology, customer experience, and enterprise success. As a trusted technical advisor, you will help large and complex customers maximize the value of advanced customer experience platforms. You will lead sophisticated implementations, drive product adoption, and translate business objectives into scalable technical solutions. Working closely with executive stakeholders and cross-functional teams, you will oversee technical initiatives, mitigate risks, and ensure successful delivery. You will also use data and performance insights to demonstrate business value, strengthen customer relationships, and support retention and growth. This opportunity is ideal for a proactive, technically minded professional who thrives in collaborative SaaS environments and enjoys solving complex challenges. You will contribute to continuous innovation and help shape scalable best practices while supporting customers across the healthcare and life sciences sectors. ### Accountabilities - **Enterprise Technical Enablement and Delivery:** Serve as the primary senior technical contact for strategic enterprise accounts, leading complex onboarding, platform optimization, and advanced feature deployments across multiple products. Define technical scopes, delivery approaches, and implementation roadmaps in collaboration with customers and internal teams. - **Solution Strategy and Adoption:** Translate business and operational requirements into scalable technical architectures and implementation plans. Develop use-case strategies, encourage feature adoption, align innovation roadmaps with customer objectives, and deliver advanced demonstrations and enablement sessions. - **Customer Success and Relationship Management:** Build trusted relationships with executive and operational stakeholders, support strategic business reviews, and demonstrate progress through return on investment (ROI), key performance indicators (KPIs), adoption maturity, and business alignment. Develop structured change management plans to sustain adoption and maximize customer value. - **Program and Risk Management:** Manage technical initiatives from planning through delivery, including issue tracking, prioritization, customer communications, and risk mitigation. Act as a senior escalation point for complex technical or delivery challenges and coordinate cross-functional teams to resolve issues efficiently. - **Data-Driven Value and Commercial Growth:** Analyze platform usage, operational data, and customer feedback to identify optimization opportunities and potential account expansion. Support renewals and growth initiatives by connecting technical improvements to measurable business outcomes, and develop customer success stories highlighting enterprise impact. - **Cross-Functional Collaboration:** Partner with Professional Services, Product, Support, Engineering, Sales, and Customer Success teams to ensure coordinated delivery. Communicate customer feedback, product gaps, bugs, and roadmap considerations, providing structured insights that help guide internal priorities. - **Sales and Operational Excellence:** Support sales activities by gathering technical requirements, shaping solution approaches, and contributing to proposals or statements of work. Help establish scalable delivery processes, technical playbooks, and best practices across the customer experience organization. ## Requirements - **Professional Experience:** At least five years of experience in Customer Success, Technical Account Management, Professional Services, Solution Consulting, or a related customer-facing technical role within a SaaS, Contact Center as a Service (CCaaS), or Communications Platform as a Service (CPaaS) environment. - **Healthcare and Life Sciences Knowledge:** Experience in healthcare, life sciences, biotechnology, laboratory services, or pharmaceuticals is preferred. - **Technical Expertise:** Strong technical understanding of enterprise software, APIs, and CRM systems such as Salesforce. Experience with contact center technologies or customer experience platforms is highly desirable. - **Implementation and Delivery:** Demonstrated experience supporting software deployments and implementation methodologies, including Agile and Waterfall. Ability to manage complex technical initiatives, define implementation requirements, and ensure successful delivery. - **Strategic and Analytical Thinking:** Proven ability to align technology solutions with business objectives, interpret customer and product analytics, improve adoption, identify optimization opportunities, and mitigate churn risks. - **Customer and Stakeholder Management:** Experience with customer journey mapping, stakeholder engagement, executive relationship management, and customer success planning. Confidence engaging C-level executives and translating complex technical concepts into clear business language. - **Communication and Collaboration:** Excellent written and verbal communication skills, a consulting-oriented mindset, and the ability to influence cross-functional teams while maintaining strong customer relationships. - **Adaptability and Continuous Learning:** A proactive approach to problem-solving, a willingness to complete ongoing product training, and an interest in keeping pace with new capabilities and innovations. - **Travel:** Willingness to travel up to 20% based on business needs. ## Benefits - **Competitive Compensation:** On-target earnings (OTE) ranging from **$102,500 to $153,500 per year**. - **Additional Incentives:** Potential eligibility for equity-based long-term incentives and short-term bonuses or commissions, depending on role level and employment terms. - **Comprehensive Healthcare:** Medical, dental, and vision insurance. - **Financial Protection:** Life insurance, disability insurance, and access to an Employee Assistance Program (EAP). - **Retirement Savings:** Access to a 401(k) retirement plan. - **Flexible Paid Time Off:** Uncapped PTO for exempt employees and an accrual-based PTO program for non-exempt employees, subject to applicable policies and business needs. - **Paid Holidays:** 14 paid holidays annually. - **Remote Work:** Remote position based in the United States. - **Professional Growth:** Opportunities to deepen technical expertise, contribute to enterprise-level initiatives, and collaborate with cross-functional teams on innovative customer experience solutions.