Babble Cloud
Technology
CustomerExperienceManager(CXM)
“Customer Experience Manager (CXM) at Babble Cloud. Skills: Customer experience, Customer retention, Customer satisfaction. Champion brand experience improvements. Drive customer retention”
What You'll Achieve.
Net value retention; SLA achievement; Customer satisfaction; Revenue growth; EBSTA score
Industry & Context.
Root cause analysis
Occasional overnight stay, Travel to offices
What They're Looking For.
Must Have
5 years experience, Manage difficult conversations, Manage long-term customer relationships
Nice to Have
Knowledge of Babble processes, Learn upsell revenue indicators
What You'll Do.
Champion brand experience improvements
Drive customer retention
Increase customer satisfaction
Develop customer persona understanding
Gather customer feedback
Incorporate feedback into account management
Ensure CSAT scores above 4
Manage positive responses
Manage negative responses
Manage Trustpilot reviews
Manage Google reviews
Establish communication channels
Maintain communication channels
Monitor customer experience
Monitor customer engagement
Proactively manage accounts
Ensure reactive support aligns with expectations
Build relationships at multiple levels
Act as internal customer advocate
Improve customer experience
Improve service offerings
Maintain understanding of contractual position
Ensure data integrity
Review customer contact data annually
Conduct service review meetings
Conduct case review meetings
Identify upsell opportunities
Identify cross-sell opportunities
Target first-touch resolution
Oversee implementation orders
Ensure delivery aligns with expectations
Track projects in flight
Ensure customer responses are coherent
Ensure customer responses are well-structured
Deliver responses within SLA
Maintain productive customer relationships
Take ownership of customer cases
Take ownership of customer responses
Engage specialist teams
Maintain customer contact details in CRM
Onboard new service pillars
Ensure billing accuracy
Involve Customer Success
Conduct daily case reviews
Create customer orders
Manage customer orders
Act as primary escalation point
Support sales teams with opportunities
Support sales teams with order delivery
Ensure post-purchase service meets standards
Investigate customer credit requests
Own customer credit requests
Resolve customer credit requests
Report on customer contractual positions
Own cancellation cases
Manage cancellation cases
Ensure clear communication
Ensure concise communication
Ensure consistent communication
Define initiatives for product adoption
Deliver initiatives for product adoption
Define initiatives for customer retention
Deliver initiatives for customer retention
Ensure consistent customer experience
Ensure high-quality customer experience
Escalate issues appropriately
Establish service review cycles
Maintain service review cycles
How You'll Work.
Team & Collaboration
Work with Account Managers; Work with product sales teams; Work with Customer Experience Executives; Work with Contracts Administration; Work with Billing teams; Work with Cancellations teams; Work with Customer Success teams; Collaborate with wider teams
Communication Scope
Written communication; Verbal communication; Numerical communication
Applying for this Customer Experience Manager (CXM) role?
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