Customer Experience Manager I

Key Responsibilities:

• Customer Communication & Escalation Handling
• Ensure clear, consistent, and effective messaging across all touchpoints.
• Resolve escalations promptly to maintain positive customer experiences.
• Stakeholder Engagement
• Lead conversations with multiple stakeholders across sales, product, solutions, and support teams.
• Align customer experience strategies with business and technology requirements.
• Data Analytics
• Use basic SQL to analyze customer data.
• Work with analytics tools like Grafana & Power BI to extract actionable insights.
• Dashboard Monitoring
• Monitor key customer experience metrics via Grafana and Power BI.
• Support data-driven decision-making for supply chain optimization.
• Customer Success Initiatives
• Develop initiatives to improve CSAT, NPS, on-time AMC renewals, and overall customer satisfaction.
• Identify opportunities for process optimization.
• Advocacy Program Management
• Manage customer advocacy programs for testimonials, case studies, and referrals.
• Performance Metrics & Reporting
• Define and track KPIs for customer experience.
• Report metrics and insights to identify areas for improvement.