Manager, Resilience Gaurdiance

📋 Description

• Hire, onboard, coach, and manage the day-to-day performance of a team of CEMs.
• Set clear goals and KPIs for individuals and the team; run regular 1:1s and performance reviews.
• Build a high-performing, engaged team through mentoring, training, and ongoing career development.
• Step in to support and mediate when a CEM needs help navigating a difficult customer conversation.
• Drive the strategy for your team’s Managed Accounts across the full post-sales journey —
• Ensure the team delivers proactive insight, performance benchmarking, and recommendations that help

🎯 Requirements

• Bachelor’s degree in a computer-related discipline preferred.
• 10+ years of experience in customer experience, customer success, or account management at a
• Excellent written and verbal communication skills, with the ability to build relationships at all
• Strong planning, decision-making, staffing, and process-improvement skills.
• Self-driven, proactive, and a collaborative team player.
• Comfortable working across time zones — this role partners closely with teams and customers in the