Job Description As Customer Experience Manager, you’ll be the voice of the customer across Wavenet — identifying and solving pain points, driving retention and growth, and ensuring every touchpoint exceeds expectations. You’ll work cross-functionally with Sales, Marketing, Credit, Billing and more to make the entire customer journey seamless and successful. Key Responsibilities Conduct detailed account reviews to identify growth, upsell or service improvement opportunities Introduce relevant sales leads to customers needing upgrades or support Be the customer's voice within the organisation — advocating for their needs and expectations Track and report on KPIs to measure the success of customer experience initiatives Lead retention and growth efforts through account review and proactive engagement Champion Wavenet products and services through professional, well-prepared presentations Maintain clean and organised account records, keeping cluster sales leads fully informed Build and nurture strong partner relationships via regular site visits and centre management meetings Approach every interaction with professionalism, precision, and a focus on customer satisfaction