## Customer Experience and Communications Manager**Customer Experience and Communications Manager****Title:** **Customer Experience and Communications Manager**

**Location**: Hybrid

**Compensation**: Competitive Salary based on experience (Discussed During Interview). Applicant must have a proven track record and be able to showcase their experience.

**Key Responsibilities**

: Analyze feedback (qualitative + quantitative) and partner with Customer Intelligence to identify trends and propose experience or product improvements. Own the end-to-end support experience, ensuring customers receive timely, high-quality, and scalable assistance.**Knowledge Base and Tutorials**: Maintain an up-to-date help center with searchable, relevant content, tutorials, and walkthroughs.

5+ years in customer experience, customer success, or support leadership in B2B SaaS

Proven ability to lead cross-functional customer-facing initiatives

Exceptional written communication and storytelling skills

Experience with support automation and scalable CX tooling

Familiarity with GDPR-compliant CX workflows

At ERM, sustainability is our business.We are the world’s largest advisory firm focused solely on sustainability, offering unparalleled expertise across business and finance.ERM partners with clients to operationalize sustainability at pace and scale, through our unique combination of strategic transformation and technical delivery capabilities.Our diverse global team of experts works with the world’s leading organizations to help them set clear sustainability targets, measure progress and operationalize strategy through deep implementation and business transformation.With more than 50 years of experience, our ability to integrate sustainability solutions and our depth and breadth of technical knowledge are why organizations choose to partner with us as their trusted advisor.Every one of us firmly believes in the potential to create value for our clients through an integrated approach to sustainability (because we have personally seen it and professionally achieved it).Our team members are passionate about client service. We work closely with our clients to help them operationalize their sustainability goals and meet their environmental, health and safety objectives while advancing ERM’s purpose through delivering tangible progress in what the United Nations coined The Decade of Action.Organizing our people across globally integrated communities of technical and strategic talent positions ERM to be a “boots to boardroom” leader in bringing that value creation to our clients, partners, and the world.We recruit exceptional professionals with a personal and professional passion for sustainability and nurture them to even greater success as specialists. We prepare our consultants to bring integrated, innovative and sustainable solutions to our clients and provide opportunities for ongoing development across a variety of subject areas related to technical, business, and personal growth.At ERM, effort pays off and becomes career defining work that leaves a positive imprint on our planet.### Find the Right Role for You#J-18808-Ljbffr