The Client Experience Operations Manager enhances productivity by providing training and resources to the CX team, ensuring seamless transitions from sales to client success and improving retention and expansion.
LightEdge Solutions is developing the IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private/dedicated platforms, LightEdge has been successful in offering businesses alternatives that streamline operations, improve reliability and reduce costs.
If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change on a daily basis, then LightEdge can offer you a dynamic corporate environment built on teamwork and personal responsibility.
The Client Experience Operations Manager drives operational efficiencies that improve productivity and supports the broader customer lifecycle by enabling the Client Experience Manager (CX) team with processes, tools, and insights that improve client retention, renewal readiness, and expansion opportunities. By aligning sales, client experience, product, and operations teams, this role helps ensure a seamless transition from sales engagement to long-term client success.
Responsibilities:
- Client Experience Operations
- Deliver role-based training for Client Experience (CX) Managers and Business Development Representatives (BDRs).
- Develop enablement resources such as discovery questions that help CX teams identify strategic growth opportunities within existing client accounts. These leads will be worked by Sales.
- Build and maintain CX playbooks for key processes such as client renewals, Wide-Net Margin program execution, and custom client requests, revenue reallocation and churn mitigation
- Resolve complex system or workflow challenges through cross-functional collaboration with product, finance, billing, and support teams.
- Identify operational improvements that streamline workflows across sales and CX teams.
- Partner with Sales and Client Experience leadership to support the full customer lifecycle, ensuring a seamless transition from sales engagement to onboarding, retention, and expansion
- Sales Operations & Systems
- Assist with implementation, testing, and ongoing management of sales tools including Salesforce, CPQ platforms, sales engagement tools, and AI assistants.
- Drive adoption and best practices for sales and CX tools to improve operational efficiency and data accuracy.
- Lead ad-hoc sales operations initiatives that support overall revenue and operational goals.
Education and Experience:
- 5 - 8+ years of experience in sales operations, enterprise sales or customer success.
- Experience supporting enterprise infrastructure, cloud, data center or managed services organization preferred
- Background supporting enterprise sales or customer experience teams.
- Experience working with CRM platforms such as Salesforce and sales enablement tools.
- Strong communication, collaboration, and presentation skills.
- Highly organized with the ability to manage competing priorities and deliver results under tight timelines
- Strong business maturity, persistence, adaptability, and work ethic
- Commitment to professional development and continuous learning
Success Metrics:
- Ramp time for new CX hires
- Sales tool adoption and utilization (Salesforce, CPQ, enablement platforms)
- CX productivity and engagement with enablement programs
- Client retention and churn reduction across supported accounts
- Expansion revenue influence and Net Revenue Retention (NRR) contribution
- Percentage of strategic accounts with documented renewal plans in Salesforce
- Renewal forecast accuracy across accounts supported by Client Experience teams
The Client Experience Operations Manager will be measured on:
Why This Role Matters
- As Lightedge continues to expand its enterprise infrastructure offerings, success depends on aligning sales execution with long-term client success. The Client Experience Operations Manager helps connect the full revenue lifecycle—from initial sales engagement to onboarding, retention, and expansion.
- By enabling both the Client Experience team with the right processes, tools, insights, and training, this role helps ensure customers realize value quickly, relationships grow stronger over time, and Lightedge continues to drive sustainable revenue through renewals and expansion opportunities.
With over 20 years in business, LightEdge offers a full stack of best-in-class IT services delivering flexibility, security, and control. Our solutions include premier colocation across seven purpose-built data centers spanning Des Moines, IA, Kansas City, MO, Omaha, NE, Austin, TX, and Raleigh, NC, industry-leading private Infrastructure as a Service (IaaS) and cloud platforms, and the top global security and compliance measures. Our owned and operated facilities, integrated DR solutions, and premium compliant cloud choices make up a true Hybrid Cloud Solution Center. LightEdge annually undergoes third-party audits for ISO 20000-1, ISO 27001, HIPAA, PCI-DSS 3.2, and SSAE 18 SOC 1 Type II, SOC 2 Type II and SOC 3.
Top Skills
Ai Assistants
Cpq
Sales Engagement Tools
Salesforce
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