{"id":1273382,"url":"https://alion.io/job/nwn-customer-experience-manager","title":"Customer Experience Manager","company":{"id":2297166,"name":"NWN","domain":"nwn.ai","url":"https://alion.io/company/nwn-ai","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","CA","MX","AG","AW","BS","BB","BZ","BM","VG","BQ","KY","CR","CW","DM","DO","SV","GL","GD","GP","GT","HT","HN","JM","MQ","MS","NI","PA","PR","KN","LC","PM","SX","TT","TC","VI"],"hiring_countries_total":36,"salary":null,"salary_estimate":{"min_usd":81000,"max_usd":159000,"period":"year","method":"global_role_seniority_cell","sample_n":683},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-09-26T00:44:09Z","employer_posted_date":"2026-09-26","last_verified_at":"2026-09-26T13:08:39Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Company Overview\nNWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.\nResponsibilities\nThe Customer Experience Manager role is responsible for overseeing delivery of services across their assigned portfolio. This role oversees end-to-end contract deliverables for each customer.\nProactively manage customer experience across the lifecycle of our core offerings.\nAccurately forecast, track and report on all recurring service based customer engagements across our core offerings.\nDrive adherence to NWN best practices in the execution of all monitoring, management and lifecycle adoption services.\nEnsure proactive, timely and professional communications with customers throughout the managed solutions lifecycle.\nEnsure all offerings are delivered according to the outcomes and metrics defined in the value based customer engagement process.\nProactively advocate for customers across the entire NWN organization.\nManage the day to day workload of NWN engineers with a focus on customer outcomes, efficiency and accountability.\nPersonally accountable for successfully delivering our core offerings with quality and consistency.\nAgile delivery of enhancements as needed.\nCase management oversight, managing escalation to ensure quality delivery.\nWork collaboratively with technical delivery teams to resolve problems.\nOther responsibilities as assigned.\nQualifications\nBachelor’s Degree in Arts/Sciences (BA/BS) Undergraduate degree or equivalent work experience Preferred\nMinimum of seven years of experience in an operations management or engagement management role. Required\nFamiliarity of call flows, can interpret network designs, basic Cisco routing, switching and hosted collaboration\nPossess strong organization skills.\nMust have the ability to develop and execute efficient and repeatable business processes.\nExcellent communication skill, both written and oral.\nComfortable, poised, and affable with engineering, senior level executives, including NWN management.\nProficiency in Service Now Product Suite.\nVendor Management\nITIL Foundation Certification Preferred\nPMP Preferred\nDemonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness.\n\nRemote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.\nRequires Travel - Yes\nRequires Overtime - Yes\nAt NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!\nAll offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.\nNWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.","description_format":"text","description_chars":4775,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":7,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Life insurance","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"region"},{"name":"Canada","iso":"CA","kind":"region"},{"name":"Mexico","iso":"MX","kind":"region"},{"name":"Anguilla","iso":null,"kind":"region"},{"name":"Antigua and Barbuda","iso":"AG","kind":"region"},{"name":"Aruba","iso":"AW","kind":"region"},{"name":"Bahamas","iso":"BS","kind":"region"},{"name":"Barbados","iso":"BB","kind":"region"},{"name":"Belize","iso":"BZ","kind":"region"},{"name":"Bermuda","iso":"BM","kind":"region"},{"name":"British Virgin Islands","iso":"VG","kind":"region"},{"name":"Bonaire, Sint Eustatius and Saba","iso":"BQ","kind":"region"},{"name":"Cayman Islands","iso":"KY","kind":"region"},{"name":"Costa Rica","iso":"CR","kind":"region"},{"name":"Curaçao","iso":"CW","kind":"region"},{"name":"Dominica","iso":"DM","kind":"region"},{"name":"Dominican Republic","iso":"DO","kind":"region"},{"name":"El Salvador","iso":"SV","kind":"region"},{"name":"Greenland","iso":"GL","kind":"region"},{"name":"Grenada","iso":"GD","kind":"region"},{"name":"Guadeloupe","iso":"GP","kind":"region"},{"name":"Guatemala","iso":"GT","kind":"region"},{"name":"Haiti","iso":"HT","kind":"region"},{"name":"Honduras","iso":"HN","kind":"region"},{"name":"Jamaica","iso":"JM","kind":"region"},{"name":"Martinique","iso":"MQ","kind":"region"},{"name":"Montserrat","iso":"MS","kind":"region"},{"name":"Nicaragua","iso":"NI","kind":"region"},{"name":"Panama","iso":"PA","kind":"region"},{"name":"Puerto Rico","iso":"PR","kind":"region"},{"name":"Saint Kitts and Nevis","iso":"KN","kind":"region"},{"name":"Saint Lucia","iso":"LC","kind":"region"},{"name":"Saint Vincent and the Grenadines","iso":null,"kind":"region"},{"name":"Saint-Pierre and Miquelon","iso":"PM","kind":"region"},{"name":"Sint Maarten","iso":"SX","kind":"region"},{"name":"Trinidad and Tobago","iso":"TT","kind":"region"},{"name":"Turks and Caicos Islands","iso":"TC","kind":"region"},{"name":"United States Virgin Islands","iso":"VI","kind":"region"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Information Security"],"lifecycle":[{"event":"open","at":"2026-09-26T00:44:09Z"}],"liveness":{"score":95,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.946,"p_room":1,"age_days":0,"expected_fill_days":42,"reasons":["conf:5","urgency","win:early"],"computed_at":"2026-09-26T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/nwn-customer-experience-manager","json_url":"https://alion.io/job/nwn-customer-experience-manager.json","meta":{"generated_at":"2026-09-27T03:18:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3081,"day_limit":5000,"remaining_today":1919,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}