Customer Experience Manager I

Key Responsibilities:

• Manage customer communications and resolve escalations promptly to maintain a positive customer experience.
• Lead stakeholder engagements across sales, solutions, product, and support teams.
• Apply SQL knowledge and analytics tools (Grafana, Power BI) to extract insights and inform decisions.
• Monitor dashboards to track key customer experience metrics and ensure real-time visibility into solution performance.
• Develop and implement customer success initiatives, enhancing CSAT, NPS, and on-time AMC renewals.
• Manage customer advocacy programs, leveraging testimonials, case studies, and referrals.
• Establish and report on KPIs for customer experience, identifying areas for continuous improvement.