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11/07 Heena Harsora
Senior Executive - HR at Anunta Technology Management Services

Views:1003 Applications:208 Rec. Actions:Recruiter Actions:176

Anunta Technology - Customer Experience Manager (12-17 yrs)

Bangalore Job Code: 1286196

Position: Customer Experience Manager CEM

Grade: Manager

Location: Bangalore

Reporting To: DGM Operations

Shift Timing: General (Availability 24-7)

Job Responsibilities :

- Manage the Technical Relationship with client

- Own the complete SLAs and Service Delivery for the client

- Expected to work with technical domain leads for building SIPs and handle client escalation

- Responsible for Client CSAT

- Responsibility for profitability of account & billing

- Accountability on critical changes, communication, and business restoration

- Regular capacity reviews, Focus on quality metrics

- Identifying critical paths in delivery, inputs for design change

- Engage and communicate with Sr. Management and Supplier Management team of client on regular basis

Primary Skill Set:

- Customer Engagement and Service Level Management

- Business requirement analysis, real time business expansion

- Technology and Business change management, Cost analysis

- Service Improvements and Collections and Cost analysis

- Communication and engagement model development

- Governance, Reporting, Reviews, Risk mitigations and escalations

- Trend Analysis, QBRs BRD inputs, Capacity inputs

- Operations and Design team engagement and business reporting

- Business impact analysis

- Periodic collection tracking and reporting, Cost analysis in reporting

Secondary Skill Set :

- Understanding of Cost of service

- Experience in Technology and Business change management

- Major Incident Managed /Contribution

- Involvement in infrastructure SIPs


- 12+ years of experience in managing IT Infrastructure, handling Customer front and managing Service Delivery

Soft Skills: Good/Excellent Communication Skills (Speak, Read, Write)

- Report Writing

- Analytical & problem-solving skills

- Good presentation skills

- Willingness to Continually Learn

- Team Player & People Management

Education: Any Graduate/Post Graduate, preferably from IT background

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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