Anunta Technology - Customer Experience Manager

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

Experience:

- 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