Customer Experience Engagement Manager - Woburn - Monotype

    Monotype
    Monotype Woburn

    3 days ago

    Description

    Customer Experience Engagement Manager at Monotype

    We bring brands to life through type and technology that consumers engage with every day. Our rich legacy includes a library of famous typefaces like Helvetica, Futura, Times New Roman and more.

    The Customer Experience Engagement Manager will support the design, orchestration and continuous improvement of the end-to-end customer experience across key moments in the customer lifecycle from onboarding to renewal and expansion.

    • Map and optimize customer journeys for better retention, value realization, growth

    Partner with cross-functional leaders in Product, Sales, Marketing & CS to deliver seamless data-driven high-impact customer journeys.
    • Develop a closed-loop feedback system leveraging CSAT NPS CES qualitative insights behavioral analytics
    • Translate customer feedback into actionable strategies reduce friction increase satisfaction drive product adoption identify address pain points proactively key segments including enterprise accounts complex requirements
    • Support the Customer Advisory Board Launch lifecycle-based programs such as onboarding playbooks campaigns QBR frameworks renewal readiness plans Enable internal teams CX toolkits training standardized frameworks delivering exceptional experience Collaborate Finance Global Data Rev Ops CX Ops ensure proper workflows dashboards place Act partner teams embed CX principles KPIs business Align internal teams improve engagement delivery Serve voice customer go-to-market product planning conversations What we're looking for Strong understanding segmentation persona-driven engagement digital automated touch models Analytical skills proficiency data using decisions Excellent stakeholder management communication project leadership Passion customer-centricity systems thinking continuous improvement Certification methodologies Six Sigma Design Thinking plus Great company offers Hybrid work arrangements competitive paid time off Comprehensive commercial medical insurance coverage Competitive compensation corporate bonus program uncapped commission quota-carrying Sales Creative innovative global working environment Highly engaged Events Committee keep work enjoyable Reward Recognition Programs President's Club all functions Professional onboarding robust targeted training Sales function Development advancement opportunities Internal mobility organization Retirement planning options save future


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