Wavenet
Communications
CustomerExperienceManager
“Customer Experience Manager at Wavenet. Skills: Customer experience, Service management, Account management. Champion end-to-end customer experience. Elevate end-to-end customer experience”
Industry & Context.
Solutions-driven mindset
What They're Looking For.
Must Have
Proven experience in customer experience, Proven experience in service management, Proven experience in customer success, Proven experience in operational account management, Understanding of telecoms, Understanding of connectivity, Understanding of MSP, Understanding of technology environments, Ability to manage multiple sites, Ability to manage multiple stakeholders, Ability to manage multiple priorities, Excellent communication skills, Excellent relationship-building skills, Excellent stakeholder management skills, Experience analysing customer data, Experience analysing service performance data
Nice to Have
Experience in flex workspace sector, Experience in commercial real estate sector, Experience in serviced office sectors, Knowledge of managed Wi-Fi, Knowledge of network services, Knowledge of SD-WAN, Knowledge of digital infrastructure, Familiarity with occupancy-driven models, Familiarity with multisite operational environments
What You'll Do.
Champion end-to-end customer experience
Elevate end-to-end customer experience
Ensure premium service delivery
Ensure seamless service delivery
Ensure proactive service delivery
Act as primary relationship owner
Conduct regular service reviews
Conduct performance deep-dives
Provide continuous improvement recommendations
Monitor site-level service performance
Monitor Wi-Fi quality
Monitor customer-reported issues
Coordinate with Delivery teams
Coordinate with Support teams
Coordinate with Customer Success teams
Resolve escalations swiftly
Resolve escalations efficiently
Identify experience gaps
Identify recurring themes
Drive cross-functional improvements
Ensure site meets standards
Ensure site meets KPIs
Maintain day-to-day engagement
Support onboarding activities
Enable tenants on services
Promote adoption of digital services
Promote utilisation of digital services
Deliver customer-focused training
Provide proactive check-ins
Analyse occupancy trends
Analyse service usage
Analyse support tickets
Analyse technical diagnostics
Identify improvement areas
Work closely with product teams
Work closely with engineering teams
Work closely with service teams
Enhance Wavenet Connected experience
Provide regular reporting
Input into product development
Partner with Sales teams
Partner with Delivery teams
Partner with Support teams
Partner with Customer Success teams
Partner with Engineering teams
Ensure seamless lifecycle experience
Support presales teams
Ensure new deployments transition smoothly
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Partner with Sales; Partner with Delivery; Partner with Support; Partner with Customer Success; Partner with Engineering
Communication Scope
Relationship-building; Stakeholder management
Applying for this Customer Experience Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Wavenet?
Real rants from real employees. Read before you apply.