4 Things Your New Customer Experience Manager Has To Have

by Chris Arringdale Customer Experience, Customer Success

Because Customer Experience is a new idea for a lot of businesses, you might be having a difficult time nailing down exactly what it is your Customer Experience Manager should possess in order to effectively head up the team. Customer experience is not just about customer service, it’s about how the customer uses your product, why the customer uses your product, what will make them happy, and how to translate those things into your business goals. When looking to fill the position of Customer Experience or Customer Success Manager, pay attention to specific personality traits that are critical to being successful in the role.

Attention to Detail

The key to an incredible customer experience is attention to detail. It’s not just about making sure that all your notes are organized, but also making sure you’re listening carefully to the needs of your customers — what are the specifics of their situation? What can you provide to help each concern right now? What will you need to assign to your team? When a customer comes to you with a problem, nothing can slip through the cracks. Some concerns may seem small, but what happens when that small issue keeps cropping up across several accounts? That might be a sign of a much larger problem. If you aren’t listening closely, you might miss it. The added by-product is that your customer receives outstanding attention and will leave the conversation feeling heard, regardless of how much or little you might be able to offer them in the short term.

What makes a successful #CX manager? @Kilterly has 4 traits you need have to be successful in #CustomerExperience: Click To Tweet

But don’t think that means you don’t also have to keep your notes organized. Attention to detail means everything is in its place and there’s a place for everything. You need someone in this role who understands the best tools, how to use them, how to keep them up to date, and how they fit in with the other tools in your organization. The Kilterly platform helps make this part of the job easier for your customer experience manager by providing a unique mix of proprietary software that integrates seamlessly with the other tools you’re using. Whereas most customer success tools merely integrate with your existing systems, Kilterly is its own platform built specifically for storing, reading, and analyzing the data from your customers. And because it’s our own software, we make sure you always have the latest, most up-to-date version with the newest, most valuable features to your business. No more watching for updates and managing your version upgrades. We do that part for you, so you can reinvest those extra minutes in time spent with your customers.

Critical Thinking

The best customer experience managers are critical thinkers. They not only listen closely but also look for ways to get to the heart of the problem. The difference between customer service and customer experience can be confusing for some, but the core of customer experience is far more in-depth than just appeasing customers who’ve encountered an issue. It’s about understanding how your customers interact with your brand, how they experience your product, what resonates with them, and what helps them relate to your brand and what you provide, making them long, loyal customers. To do so, your customer experience manager needs to be strategic about the conversations they have and the information they gather. It’s important for them to be discerning about what information is important and what’s ancillary.

It’s like building a puzzle. Your customer experience manager should have ease with data, able to see all the parts and how they fit together to create a bigger picture. They should be proactive in uncovering stories in the data they collect so they can identify issues before they become bigger problems, and they should monitor trends to anticipate the needs of your customers, both good and bad.


Furthermore, your customer experience manager should have stellar communication skills. Not only are they speaking with your customers every day, but they need to be able to then translate what they hear to internal teams. How are the conversations they’re having informing your business goals? A good customer experience manager can frame the conversation multiple ways based on who they’re speaking with. They need to be able to build a customer relationship, but also keep business goals in mind, and determine how to best communicate the needs of each side in a way that is relevant. They play for both teams and need to be able to demonstrate their support for each.

@Kilterly has a holistic strategy to approach your #CustomerExperience and the 4 specific traits that help make your #CX team successful: Click To Tweet

Another important aspect of their communication skills is being able to do damage control. It’s inevitable that things will go wrong on occasion, and your customer experience manager needs to be able to keep the conversation calm and controlled. A key aspect of this is knowing how to manage expectations and being proactive about communication when issues bubble to the surface. By staying ahead of the conversation, they can keep the fire from growing, rather than struggling to put it out.


What comes with that, is the need to be resilient when conversations get tough. Customer experience can be stressful at times, and your customer experience manager needs to know how to stay cool under pressure. That means they’ll need to be able to maintain a positive outlook when they’re frustrated, be able to persist through difficult situations or uncomfortable conversations, and remain confident when the conversation doesn’t go well. Not every client relationship can be perfect, but it’s important to remain unshaken when faced with disappointment. Rather, they should look at their losses with optimism — what are the valuable lessons they can take away from this interaction to make the next one better?

Ultimately, your customer experience manager needs to be someone who is focused on making your business the best it can be by really getting to the core of the customer. They need to have a passion for understanding your customer base, their motivation, and why they’re interested in your brand. They need a head for business, a heart for the customer, and an ear for experiences. Customer experience managers are the moderator between what your customers want and what your business can do. Kilterly provides your customer experience managers with the tools they need to manage their relationships and gain powerful insights into the ways your customers interact with your product. For more information on what Kilterly can do for you, contact our experts for a demo or start your free trial today.

worker taking notes on different customer metrics

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