Customer Experience Manager I

Customer Experience Team

Customer Experience Manager I

Key Responsibilities

Customer Engagement & Communication

• Manage day-to-day customer interactions, ensuring clear and consistent communication across all touchpoints
• Handle escalations promptly and professionally, ensuring quick issue resolution and customer satisfaction
• Conduct periodic business reviews (MBR, QBR, EBR) and ensure stakeholder alignment
  

Solution Performance & Optimization

• Understand solution configurations and optimize them for operational and technical performance
• Support planning for peak periods, including volume forecasting, resource planning, and system readiness
• Track and report system performance metrics (hardware/software uptime, throughput, order accuracy)
  

Data & Reporting

• Use basic SQL and tools like Grafana and Power BI to analyze performance data and generate insights
• Monitor dashboards for real-time system visibility and performance tracking
• Own operational reporting and performance metric updates for internal and external stakeholders
  

Customer Success & Process Improvement

• Drive customer success metrics such as CSAT, NPS, and AMC renewals
• Identify and implement initiatives to improve customer onboarding, adoption, and satisfaction
• Document lessons learned, best practices, and enablement content for continuous improvement
  

Collaboration & Upgrades

• Work closely with Product, Solution Architecture, Support, and Program Management to deliver software enhancements and new features
• Plan and coordinate system upgrades, patch deployments, and feature rollouts
• Align with customers on change requests, scope, and delivery timelines
  

Key Performance Indicators (KPIs)

• Adherence to Software & Hardware uptime greater than 90%
• Ensuring higher MTBF and lower MTTR
• Operational KPIs such as order fulfilment speed & accuracy greater than 99% and Inventory Management
• SLA-based issue resolution and escalation turnaround
• Customer satisfaction and NPS scores
• AMC renewal rate and service utilization
• Accuracy and timeliness of reporting and dashboard updates
  

Required Qualifications

• 2–4 years of experience in Customer Experience, Project Coordination, or Technical Account Management
• Strong communication and stakeholder management skills
• Familiarity with SQL and analytics platforms (e.g., Grafana, Power BI)
• Understanding of customer success metrics: CSAT, NPS, renewals
• Experience or interest in warehouse automation, robotics, or supply chain preferred
• Ability to thrive in a fast-paced, cross-functional environment