Job Description
Req ID: 135968 Remote Position: Yes Region: Americas Country: USA Summary As the Customer Experience Manager (CXM), you will be the champion for our customers, ensuring a seamless, high-value experience from initial engagement through deployment and lifecycle support of our server and networking portfolio. You will work closely with sales, engineering, and support teams to map the customer journey, analyze feedback, and drive process improvements that reduce churn and build long-term loyalty Detailed Description Key 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. Knowledge/Skills/Competencies Required Skills and Qualifications Experience: 5+ years of experience in customer success, customer experience, or account management, preferably within a B2B technology or hardware OEM environment. Technical Familiarity: Understanding of enterprise IT infrastructure (servers, storage, networking switches) is highly desirable. Data Analysis: Strong proficiency in CRM tools (e.g., Salesforce) and experience analyzing qualitative and quantitative data to drive decision-making. Communication: Exceptional verbal and written communication skills, with the ability to influence cross-functional teams. Education: Bachelor's degree in Business, Marketing, IT, or a related field. Performance Indicators (KPIs) Net Promoter Score (NPS) Improvement Reduction in Customer Churn Rate Increase in Customer Satisfaction Score (CSAT) Decrease in Time-to-Resolution for Support Tickets Typical Education Bachelor's degree in related field, or consideration of an equivalent combination of education and experience. Educational Requirements may vary by Geography Notes This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time. Celestica is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. This policy applies to hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral and other aspects of employment and also states that retaliation against a person who files a charge of discrimination, participates in a discrimination proceeding, or otherwise opposes an unlawful employment practice will not be tolerated. All information will be kept confidential according to EEO guidelines. Celestica is an E-Verify employer. Location: This is a remote position, with travel as necessary. We are open to considering candidates close to any of our US locations in Massachusetts, Pennsylvania, Minnesota, Texas, Arizona, Oregon or California as well as locations near major airports such as the Northeast, Southeast, Midwest and Pacific Coast. COMPANY OVERVIEW: Celestica, Inc. (NYSE: CLS; TSX: CLS) is a technology leader dedicated to driving customer success and market advancements. With deep expertise in design, engineering, manufacturing, supply chain, and platform solutions, Celestica enables critical data center infrastructure for AI, cloud, and hybrid cloud and advances technologies in high-growth markets. With a talented tea