Customer Experience Manager (OEM Infrastructure)

Celestica is a technology leader dedicated to driving customer success and market advancements. As the Customer Experience Manager (CXM), you will champion customer engagement and ensure a high-value experience throughout the customer journey, collaborating with various teams to optimize processes and enhance customer loyalty.

Responsibilities:

• Customer Journey Mapping & Optimization: Map the end-to-end customer journey—from order configuration and procurement to installation of switches/servers and post-sales support—to identify and eliminate friction points
• Voice of the Customer (VoC): Lead the collection and analysis of customer feedback through NPS (Net Promoter Score), CSAT (Customer Satisfaction), and direct interviews to identify actionable insights
• Cross-Functional Collaboration: Act as the internal voice of the customer, partnering with Product Management, Technical Support, and Supply Chain to resolve complex, recurring issues and improve product reliability
• Strategic Relationship Management: Engage with high-value enterprise customers to understand their specific infrastructure needs, serving as a strategic partner to ensure they achieve maximum value from their investments
• Escalation Management: Guide teams in effective, proactive resolution of critical customer issues, acting as the final point of escalation to maintain trust
• Performance Tracking: Define and monitor key performance indicators (KPIs) related to customer experience, reporting regularly on trends and improvements to senior leadership

Requirements:

• 5+ years of experience in customer success, customer experience, or account management, preferably within a B2B technology or hardware OEM environment
• Understanding of enterprise IT infrastructure (servers, storage, networking switches) is highly desirable
• Strong proficiency in CRM tools (e.g., Salesforce) and experience analyzing qualitative and quantitative data to drive decision-making
• Exceptional verbal and written communication skills, with the ability to influence cross-functional teams
• Bachelor's degree in Business, Marketing, IT, or a related field