Regional Customer Experience Manager, AMER

Position Summary:

The Regional Customer Experience Representative, AMER, drives the coordination and enablement of customer lifecycle activities across key customer-facing initiatives, including the Customer Enablement Program (CEP), ISV sales motion, and X2P Matchmaker programs. Acting as a central liaison, they connect Customers, Partners, and Pax8 to ensure a seamless and successful experience across the entire ecosystem.

Key responsibilities include managing opportunities from inception to closure, operationalizing customer relationships within the Matchmaker, ISV, and CEP programs, and representing the CX team's strategy and vision regionally. The Representative collaborates with diverse stakeholders—Partners, Vendors, Customers, Pax8 Sales, Professional Services, Enablement, Technical Support, and regional leadership—to foster alignment and deliver exceptional customer outcome.

Essential Responsibilities:

• Manage day-to-day interactions with customers in the Matchmaker, ISV, and CEP programs. (30%)
  • Within the Americas region, responsibilities are distributed as follows:
    • 45%: Customer Enablement Program
    • 35%: Matchmaker Program
    • 15%: ISV Sales
    • 5%: Global Strategic Customer Relationships
  • Match customer demand with ideal partners in the Pax8 community. (15%)
  • Oversee Pipeline Management: Track opportunities passed to partners and maintain accurate updates in the CRM system. (15%)
  • Conduct Partner and Customer Follow-ups: Capture feedback, sentiment, and scores to inform program improvements. (5%)
  • Foster and Maintain Relationships Across Stakeholders: Collaborate with Pax8 teams, Partners, and Customers to strengthen connections and align on goals. (20%)
  • Reporting and Projections: Align with the Manager of Global Customer Enablement and the Customer Experience Designer to generate reports and provide strategic projections. (10%)
  • Support PTP Enablement and Services at Scale: Contribute to initiatives that enable streamlined processes and scalable services. (5%)

Ideal Skills, Experience, and Competencies:

• Proven expertise in stakeholder and partner relationship management, fostering trust and collaboration across diverse teams.
• Strong background in channel enablement, with a focus on sales channel strategy, market dynamics, and vendor engagement.
• Deep understanding of SaaS platforms and marketplace ecosystems, with the ability to navigate and leverage these for success.
• Exceptional communication, interpersonal, and collaboration skills, ensuring alignment across all stakeholders.
• Ability to multitask effectively, managing multiple priorities and projects in a fast-paced, dynamic environment.
• A customer-first mentality, coupled with a strong drive to achieve and exceed goals.
• Analytical mindset with a data-driven approach, supported by excellent organizational and documentation skills.
• Demonstrated customer focus, with a passion for delivering impactful solutions and experiences.
• Experience in pipeline management and reporting, ensuring transparency and actionable insights.
• Proven ability to collaborate cross-functionally and drive results through teamwork.
• Familiarity with Pax8 systems, processes, and tools, with the capability to optimize their use for program success.

Required Behaviors:

• Compassionate Candour—We aim to assist others with candid, actionable feedback.
• Seek to Understand—Be open, curious and committed to learning.
• We Before Me—Actively collaborate and seek out diverse perspectives to ensure a win for Team Pax8.
• Do What You Say—Take ownership and honor your commitments; prioritize and deliver.
• Light Up Learning—Be brave and try new ideas; be vulnerable and share your failures so everyone can learn from our mistakes.
• Driven by Passion—Connects personal passion to Pax8 mission, resilient in face of adversity and uncertainty in pursuit of mission.

Required Education & Certifications:

• B.A./B.S. in a related field or equivalent work experience.

Compensation: