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Metro location and generalist mid-level operations/CX title increase competitive applicant density.
CX and account management skills are transferable but favor B2B enterprise experience, so medium sensitivity.
No explicit years or certifications but requires CX metrics and stakeholder influence, so moderately strict.
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Translate customer feedback (NPS, CSAT, verbatims) into actionable business insights that improve customer outcomes and support growth.
Partner with Account Leads and regional stakeholders to prioritize issues and define clear actions with owners, timelines, and measurable outcomes.
Track progress of action plans, remove blockers, and monitor regional account health, risks, and opportunities to ensure follow-through and accountability.
Strong understanding of Customer Experience (CX) metrics such as NPS and CSAT.
Demonstrated ability to synthesize qualitative and quantitative customer feedback into business insights.
Work Experience Required: Not explicitly mentioned in the JD.
Not explicitly mentioned: mandatory degrees, notice period, or strict location requirements.
Experienced in engaging and influencing stakeholders across account teams without direct authority to drive decision-making and action.
Skilled at connecting customer insights to revenue, risk, retention, growth, and commercial outcomes.
Comfortable operating in evolving, ambiguous environments with strong ownership and accountability.