Customer Experience Manager

Customer Experience Manager

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  • Offerd Salary N/A
    Seniority: Senior
    Qualification Graduation
  • Job Type Full time
    INDUSTRY Information Technology and Services
    Location Pune, Maharashtra, India
Job Description
We need a Customer Experience Manager who helps us deliver 10x Happiness to Our Customers. Customer Experience Manager will own Promise Delivery for every Customer via managing Customer Support Teams and being the primary ‘Voice of Customer’ internally for Product Teams - pushing the quality benchmarks for our delivery higher every day. Key Attributes you’d need to possess Disciplined, Quick & Ambitious You will be captaining multiple teams at different stages of maturity, each requiring its own plan to deliver Client Happiness and Revenue objectives Asking data-driven incisive Understanding causality, identifying what's good, knowing the ‘Why’ behind questions every request and isolating what needs improvement - lies at the foundation of scaling high-volume SMB Clients. Storyteller Your ability to convert the most complicated communications, leveraging ethos, logos and argos, in to lucid, logical and compelling communication in every form - from emails, to chats to knowledge base content to business review decks. Problem Solver Bringing empathy towards Client Problems and ensure the entire team never gives on up a Client, ever. It’d not always be the case that we can address a problem directly, but that doesn’t mean a solution isn’t possible with a little bit of creativity. Passionate about Technology Savvy about technology innovation and eager to adopt evolving product experience changes will be supercritical to make the teams more efficient and deliver better value to our Clients. Here’s how a typical week would look like Grapple with customer queries Directly owning and managing a team that helps customers get all that they can out . It would mean developing a deep understanding of a customer’s problems and pain points and expressing complete mastery so it can be tailored to suit the need of the hour. Engage with the product and Sales teams You and your team will work closely with the product & engineering team, forwarding requests, feedback on experience, and tweaks to existing features. You’d also hold the product teams true of the delivery promises made internally and externally. Give customer perspective a voice Speaking to new customers every day means you and your team will develop a unique understanding of how to meet the customer’s need. An insight that is invaluable to product engineers building and ideating through new features. Strive for process efficiencies within You’d constantly question the status quo and strive for driving efficiencies within your own team and across the teams via process innovation, technology adoption or simply discarding the traditional practices that may not be adding much value. Research new developments in eCommerce & SaaS world Apart from a command over, you’d also be developing and maintaining an understanding of the eCommerce field from a eCommerce Store perspective and what it takes to grow an online business. You’d also be on top of the ins and outs of digital marketing and automation combined with newer SaaS product experiences. Our ideal candidate will have: ●3+ years of managing Customer Success function in a tech / SaaS product company ●Excellent written and verbal communication skills. You love to build relationships with people ●A startup mentality with a bias to action and the ability to flex in a fast-paced environment ●Enjoy talking about technical concepts, have great analytical skills, and would be comfortable explaining how product works to a range of audiences ●Can empathize with users and quickly grasp the issues they’re facing ●Enjoy the puzzle of solving open-ended problems ●Excited by working with a product that is constantly evolving ●Content creation experience including case studies, knowledge base, Client FAQs and video storytelling

Skills Required
Customer Experience, Customer Experience Management, Case Studies, Customer Relationship Management (CRM), Team Leadership, Contact Centers, Customer Satisfaction, Management, Strategy

Languages Required
English
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