Customer Experience Manager Associa - 3.2 Wilmington, NC Job Details Full-time 3 days ago Benefits Paid holidays Disability insurance Health insurance Dental insurance 401(k) Paid time off Employee assistance program Vision insurance Life insurance Qualifications Performance dashboard reports Customer behavior analysis Product presentation Managing teams in a customer support role Presentations for conferences or internal meetings Metrics Reporting Sales presentations Leading team collaboration initiatives Management reporting Managing projects Project leadership Cross-functional team management Cross-functional communication Full Job Description Are you looking to join a company that values a supportive culture, inclusion, growth, and the ability to work in and out of the office on a flexible basis? CAMS (Community Association Management Services), one of the fastest-growing HOA management companies in the southeastern US and a certified Great Place to Work®, was founded on the simple idea that people and relationships come first, and this idea is at the core of everything we do. At CAMS, you will be immersed in a technologically advanced and team-oriented company. The Customer Experience Manager is responsible for overseeing and optimizing the complete customer journey for CAMS clients, from initial onboarding through long-term partnership and renewal. This role serves as the voice of the customer throughout the organization, ensuring that customer needs, feedback, and experiences are reflected in operational processes, service delivery, technology solutions, and strategic initiatives. The Customer Experience Manager collaborates with Sales, Transitions, Operations, Regional Leadership, Community Managers, Customer Support, Accounting, and Marketing to create a consistent, high-quality customer experience across all stages of the client lifecycle. The position is responsible for measuring customer health, identifying opportunities for improvement, driving retention initiatives, and ensuring smooth transitions throughout the customer relationship.

Responsibilities:

Customer Journey Management Own and continuously improve the end-to-end customer journey from contract signing through long-term partnership. Identify customer pain points and moments that matter throughout the customer lifecycle. Partner with operational leaders to improve customer touchpoints and service consistency. Establish standards and success metrics for each stage of the customer journey. Client Onboarding Experience Own the customer's first impressions once Sales team hands-off. Assist with, support and monitor onboarding processes and customer readiness throughout transition and implementation. Partner with the Transitions Team, Sales Team, and Operations Leadership to improve onboarding outcomes. Analyze onboarding feedback and identify opportunities to improve customer adoption and satisfaction. Track onboarding success metrics and long-term performance of newly onboarded associations or acquisitions (tuck-unders). Customer Health & Retention Develop and maintain customer journey maps and customer health scoring methodologies for associations, board members, homeowners, and other key stakeholders. Implement, support, monitor and carry-out client touch-points; ongoing and at key moments in the journey e.g. board transition, CM transition, developer transition Monitor indicators of customer satisfaction, engagement, risk, and retention. Quality Assurance & Service Excellence Conduct periodic audits of customer interactions and service delivery activities. Evaluate adherence to CAMS service standards and customer experience expectations. Identify coaching and training opportunities based on customer data and feedback. Partner with operational leaders to address recurring service issues. Recommend enhancements to improve consistency and quality across regions. Strategic Leadership Serve as the organizational champion for customer-centric decision making. Provide customer-impact assessments for operational, technology, and policy changes. Participate in strategic initiatives, acquisitions, integrations, and organizational improvement projects. Support executive leadership with customer experience insights and recommendations.

Requirements:

Education & Experience Bachelor's degree or equivalent experience preferred. 5+ years of experience in customer experience, client success, operations, or service management. Experience leading a team. This position will manage the Community Support Team, Transitions team and other customer success team members. Experience leading cross-functional initiatives. Experience using customer feedback and operational data to drive improvement. HOA management, property management, or service industry experience preferred. Knowledge, Skills & Abilities Passionate about customer service and creating raving fans Excellent presentation and communication abilities. Comfortable making sales presentations to represent CAMS Strong analytical and problem-solving skills. Ability to translate data into actionable recommendations. Experience with customer journey mapping and process improvement. Strong project management capabilities. Proficiency with reporting and dashboard tools. Ability to influence outcomes across multiple departments. Passion for delivering exceptional customer experiences. Benefits and Salary The position is full-time and the salary is competitive and commensurate with experience.

The CAMS compensation package includes:

Paid Time Off Company Paid Holidays Comprehensive medical, dental, and vision plans are available 401(k) Life Insurance Short-term Disability Long-term Disability Hospital Indemnity Accident coverage Critical Illness coverage Employee Assistance Program