Customer Experience Manager

Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic’s Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic’s Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production.

Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, DevOps, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first.

We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!

The Mission

We are seeking a detail-oriented Customer Experience (CX) Manager to join our team and drive customer satisfaction initiatives through data collection, analysis, and strategic reporting. This role focuses on capturing the voice of the customer and translating feedback into actionable insights that inform business decisions and improve customer experiences. This role offers the opportunity to be the voice of the customer within our organization and directly influence strategic decisions that enhance customer satisfaction and loyalty.

Your Assignment

Customer Engagement & Data Collection

Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders

Manage survey collection through various channels including live meetings, email and project team collected responses

Ensure consistent data collection processes and maintain high response rates

Data Analysis & Insight Generation

Analyze quantitative metrics (CSAT, NPS) to identify trends, patterns, and areas of concern

Review and categorize qualitative customer feedback to identify recurring themes and pain points

Synthesize complex customer data into clear, actionable recommendations

Track metrics against customer experience benchmarks and goals

Strategic Reporting & Presentation

Create comprehensive reports and dashboards that communicate customer sentiment to leadership

Present findings and recommendations to executives, department heads, and cross-functional teams

Develop compelling narratives that connect customer feedback to business impact

Facilitate customer experience review meetings with organizational leaders

Your Qualifications

3+ years experience in a customer experience role, professional services, or customers relationship management

Knowledge of customer experience methodologies and best practices

Experience with CRM systems and customer feedback management platforms

Strong analytical skills with experience in statistical analysis and reporting

Excellent written and verbal communication skills

Experience presenting to senior leadership and stakeholders

Excellent time management with the ability to prioritize tasks and manage engagement coverage workload

Enthusiasm for working in a startup environment and the desire to engage with cross-functional departments

Familiarity with using AI tools to drive operational process efficiencies

Preferred Qualifications

Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools

Working knowledge of AWS cloud offerings and solutions

Knowledge and understanding of cloud industry trends and new technologies

Data analytics basics; viewing customer feedback data and proposing process changes

Entry or mid-level cloud certification, e.g. AWS Cloud Practitioner

Benefits

100% remote work

Generous holidays and flexible PTO

Competitive phantom equity

Paid for exams and ce