Customer Experience Manager - Remote

We’re looking for a Customer Experience Manager to support an IT company by building strong client relationships, coordinating account activities, and identifying opportunities to better serve customers.

The ideal candidate communicates clearly, stays organized, follows through on commitments, and is comfortable working directly with clients and internal teams. Training on company services and processes will be provided.

Responsibilities

• Conduct client check-in meetings to understand satisfaction, priorities, and upcoming initiatives.
• Participate in weekly project calls and coordinate follow-up actions with the delivery team.
• Identify potential business opportunities and request referrals when appropriate.
• Reconnect with inactive accounts in coordination with Marketing.
• Maintain accurate CRM records, including activities, opportunities, and contact details.
• Coordinate internal preparation and customer meetings for proposals.
• Support proposal drafts and presentation preparation.
• Provide weekly reports on account activities, opportunities, and referrals.
• Continuously learn the company’s services and capabilities.

Requirements

• Strong spoken and written English.
• Relevant experience in account management, customer success, client services, or a similar customer-facing role.
• Strong organization, attention to detail, and follow-through.
• Ability to handle customer concerns professionally and coordinate with internal teams.
• Willingness to learn technology services. Familiarity with SharePoint, Salesforce, CRM systems, Power BI, WordPress, website development, or digital marketing is a plus.
• Availability to work Pacific Time, including seasonal clock changes.
• Willingness to work exclusively with our company, without other employment or freelance commitments.
• Willingness to install and use Time Doctor for time tracking and work monitoring.

How to Apply : Please submit your resume, answers to the questions below, and a short video introduction.

Application Questions
1. How many years of experience do you have in account management, customer success, or client relationship management?
2. Which responsibilities have you personally handled?
3. Have you directly managed or supported U.S.-based clients? If yes, for how long?
4. Which CRM systems have you used professionally?
5. Have you previously worked U.S. hours? If yes, specify the schedule and how long you worked it.
6. Are you currently employed? If selected, can you work exclusively with our company without another job or freelance commitments?
7. Are you willing to install and use Time Doctor?
8. What is your earliest available start date or notice period?

Video Introduction
Please submit a 1–2 minute video covering:

• A brief introduction and summary of your relevant experience.
• Why you’re interested in this role.
• How you would open a check-in call with an existing client, including two questions you would ask.

A phone or webcam recording is sufficient; no editing is required. We will assess clarity, organization, and professional communication.