CX Manager (Mississauga, CA)

CX Manager (Mississauga, CA)

Job Summary:

Are you customer-obsessed?

Are you eager to lead and grow customer engagement programs and take customer advocacy to the next level?

If so, then this is the role for you. Trapeze Software Group is seeking an experienced, motivated and highly-energetic individual to take our customer engagement and advocacy to new heights.

The Customer Experience Manager will focus on our customers—large North American Transit agencies—to grow their engagement and satisfaction through the creation, implementation and evolvement of Voice of the Customer (VoC) programs, in order to grow customer satisfaction and advocacy.

The successful candidate must have experience with managing Net Promoter Score (NPS) programs and systems, implementing and overseeing customer loyalty programs, and managing online customer communities. The role requires unparalleled multi-tasking skills and exceptionally strong written and verbal skills. The successful candidate will also be able to point to a robust record of accomplishments that demonstrates success with NPS and other VoC programs.

This role will manage one direct report (a Senior Marketing Specialist), will report into the Vice President of Marketing, and will require working in alignment with the rest of the marketing team as well as with other key stakeholders within the organization.

Job Description:

Key Duties / Responsibilities

  • Champion the ongoing evolution and adoption of Trapeze Voice of the Customer programs—acting as the customer experience advocate across the business—evolving and ensuring adoption, effectiveness and success to grow positive customer experience, increase up-sell and cross-sell, and help mitigate customer attrition
  • Manage and grow all aspects of the Trapeze NPS program, including vendor selection and management, improvement of response rates and NPS score, and required dashboards to gather and share strategic insights with the organization to improve overall customer experience
  • Develop new programs that address opportunities identified through NPS results, customer journey mappings and other programs
  • Regularly monitor competitive landscape to understand and document best practices, ongoing innovation and industry benchmarks
  • Oversee, analyze and adapt the online community (Trapeze Collaborate), putting in place strategies to grow customer adoption and engagement, working with customers and internal stakeholders as required
  • Play a key role in the development of ThinkTransit, the Trapeze technology user conference, and its affiliated customer awards program, evolving both into world-class industry-recognized programs  
  • Develop customer-oriented strategies for product launches and other customer-facing programs, working with key stakeholders across the organization  
  • Deliver insights to the organization as the champion of customer programs, providing key updates and insights through various presentations at town halls and other internal events
  • Manage one direct report, providing mentorship and coaching in addition to setting, monitoring and evaluating annual SMART goals

Mandatory Requirements:

  • Bachelor’s degree, preferably in one of the following areas: marketing, marketing communications, or business administration 
  • Minimum 7-10 years of experience in a marketing or communications role, with at least three years of experience in managing direct reports, at a high-tech, B2B organization, with proven results
  • Thorough knowledge of and experience with running Voice of the Customer programs including Net Promoter Score, online customer communities and other programs for increased customer satisfaction

Preferred Skills:

  • Proficiency with collecting feedback and data, analyzing data and translating into meaningful insights and action plans that can be utilized across the organization to improve customer satisfaction
  • Experience with overseeing and managing multiple high priority projects simultaneously, ensuring their ongoing success as measured by KPIs and pre-defined objectives
  • Proven experience with managing multiple product launches, from concept through to creation
  • Superior writing, editing, and proofreading skills, developed through prior content creation experience that ideally includes website content, solution sheets, emails and other forms of content
  • Superior verbal communication and presenting skills
  • Ability to rapidly absorb detailed product information and translate it into lay terms 

Personal Attributes:

  • Highly entrepreneurial and collaborative 
  • Thrives in an agile, fast-paced environment 
  • Thinks big and has convictions 
  • Customer-obsessed 
  • Detail oriented with relentlessly high standards 
  • Hands-on and eager to roll up sleeves to get things done  
  • A sense of humor (and humility) 

What We Offer For Your Valuable Work:

  • Highly dynamic, innovative, passionate, entrepreneurial team
  • Open and inclusive company culture
  • Competitive salary
  • Participation in the company success through the Employee Stock Option Plan
  • Healthcare Benefits From Day One
  • Flexible Hours + Summer Hours
  • Educational Reimbursement for Professional Development
  • Company Bonus Plan

About Trapeze

Here at Trapeze, we strive to ensure that our employees succeed in all aspects of their career. Our culture provides individuals with the ability and opportunity to collaborate, learn and grow. We encourage our employees to openly contribute ideas, whether you are a student, graduate, or current member of the team. From day one, you will be assigned tasks that are meaningful to both the success of our business and your career development.

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