Job Description

We are helping one of our Virtual Reality (VR) start-up enterprise clients, hire their first Customer Experience Manager in the US to work with our client’s growing list of F1000 companies. This is a great opportunity to work in one of the hottest industries and be a key part of our client’s rapid growth.

And as the first CEM in the US – there will be a lot of opportunities for career growth.

This client was founded by Microsoft executives. They have a few different divisions, the one you would be a part of is their Corporate Enterprise VR Events division. This division is revolutionizing the way companies host internal and client events (offsites, conferences, team building, etc.).

Job Responsibilities:

• Manage, coordinate, support, and successfully complete the event/experience delivery process, from the brief to post-event/experience evaluation (events can be in VR, physical, digital or hybrid)
• Manage each event/experience process like it were a mini project
• Guide customers to build amazing VR experiences by providing them with the best practices that fit the purpose
• Build relationships & manage customers throughout the process (face to face, online or in VR)
• Build relationships & manage internal teams throughout the process (face to face, online or in VR)
• Ensure optimized interaction between the company and the customer
• Document, track & report on event/experience delivery status internally & externally to ensure alignment and to prevent anything from falling through the cracks
• Sign-off on the experience before delivery to the customer to ensure what is delivered is of high quality and meets/exceeds customer expectations
• Provide in-person/online/in VR support to customers during events/experiences
• Share and track customer experience evaluation scores
• Review & share event/experience data reporting internally and with the customers
• Run event/experience retros internally and with the customer
• Drive customer focus in the company
• Support sales & executive teams in DEMOs
• Have an in-depth understanding of our client’s VR product
• Maintain up-to-date knowledge of company products and services
• Document, track, and report customer issues/requests to the product team (feed internal teams with the needs of the customers)
• Support the onboarding and running of in-person and remote VR solutions, troubleshooting, and bug reproduction
• Process orders, forms, applications, and requests for events (if needed)
• Create virtual reality ecosystems and assign users to ecosystems on the management portal
• Look for ways to continuously improve the customer experience with our client and its products & services, implement strategies that serve this goal
• Follow industry trends and competitors
• Build, break and rebuild better systems to deliver amazing customer experiences

Required Experience:

• Minimum 5 years in a customer service role
• Strong project management experience
• Customer-focused, service-oriented
• Curious, agile
• Positive, can-do attitude
• Effective communication, including speaking, writing, and active listening
• Ability to multitask and prioritize
• Attention to detail and accuracy
• Amazing planning and organizing skills, good with following up and tying all loose ends
• Strong problem-solving skills, innovative ways of approaching problems, and developing solutions
• Self-starter personality with a high sense of responsibility
• Excellent interpersonal skills
• Ability to remain calm under pressure and manage stressful situations
• Familiarisation with Virtual Reality (particularly Oculus Quest 2) and or software
• Proficient with MS Office, workflow tools, Miro
• Ability to work flexible working hours