Customer Experience Manager

Job Description - Customer Experience Manager

Company Overview:

GigXR (www.gigxr.com) is a leading provider of immersive learning solutions, specializing in transforming healthcare and educational training through cutting-edge augmented reality (AR), mixed reality (MR), and AI powered applications. Our mission is to empower healthcare professionals and learners with interactive, engaging, and effective experiences. We are seeking a talented Customer Experience Manager to join our innovative team and contribute to the success of our impactful XR solutions.

Position Overview:

As a Customer Experience Manager at GigXR, you will play a pivotal role in ensuring our clients have exceptional experiences with our immersive learning solutions by creating and executing engagement strategies, advocating for customers across all areas of the business, and developing strong cross-functional relationships. In this hybrid role as both manager and individual contributor, you will manage customer support interactions, oversee customer success lifecycle processes, and drive key metrics related to product implementations. Serving as the primary point of contact for customers, you will address inquiries, concerns, and feedback. Additionally, you will conduct in-person and virtual training sessions and assist clients in integrating our products into their curricula. The ideal candidate thrives in a startup environment and is passionate about improving customer experiences.

Primary Responsibilities:

• Serve as the primary point of contact for customers, addressing inquiries, concerns, and feedback.

• Develop and maintain strong working relationships with the sales teams, product managers, and other teams while acting as a strong customer advocate.

• Oversee Customer Success lifecycle processes to ensure assigned accounts have positive experiences and achieve desired outcomes with GigXR products and services.

• Drive key metrics related to product implementations, including customer health, renewal rates, expansion opportunities, and engagement data.

• Collaborate with the product teams to conduct research and identify customer pain points to develop hypotheses and propose successful solutions.

• Manage and respond to customer support inquiries via phone, email, and other communication channels.

• Track, document, and resolve customer support tickets efficiently using CRM systems.

• Create and maintain training materials and ensure they are used consistently across the team.

• Conduct in-person and virtual training sessions to educate clients on the use of our AR/MR applications.

• Assist clients in integrating GigXR products into their curricula and training programs.

• Ability and willingness to travel approximately 40-50% on average.

Requirements:

• Bachelor's degree in Education, Communications, Healthcare, or a related field (or equivalent experience).

• 5+ years of professional experience in customer experience, customer support, or related roles.

• 3+ years of experience in healthcare, healthcare related field or healthcare training

• Strong proficiency in managing customer support interactions via phone, email, and ticketing systems.

• Experience with Customer Relationship Management (CRM) systems.

• Experience conducting training sessions and presentations, in-person and virtually.

• Previous experience assisting clients in integrating technology products into their workflows or curricula.

• Strong written and verbal communication skills.

Preferred Qualifications:

• 3+ years of experience preferred in HigherEd/EdTech in Account Management, Client Services, Customer Success, or instructional roles.

• Previous experience in the healthcare or educational technology industry.

• Familiarity with AR/MR technologies and their applications in training and education.

• Experience with customer journey mapping and data analysis.

• Experience managing or leading a customer experience or support team.

Benefits:

• Competitive salary and benefits package.

• Flexible work arrangements and remote work options (this is a remote position).

• Opportunity to work on cutting-edge XR projects with real-world impact.

• Collaborative and inclusive work environment that fosters creativity and innovation.

• Professional development opportunities and continuous learning support.

Join Our Team:

If you are passionate about delivering exceptional customer experiences and are excited about the potential of immersive technologies to revolutionize healthcare and educational training, we invite you to apply for this exciting opportunity at GigXR. Come be a part of a dynamic team dedicated to pushing boundaries and transforming learning experiences. Apply now by visiting our careers page at www.gigxr.com/careers .

GigXR is an equal opportunity employer committed to diversity and inclusion. We celebrate diversity and are committed to creating an inclusive environment for all employees. Apply today and help shape the future of immersive learning!

Salary range: 60K - 120K based on experience.