Description:

Job Responsibilities:

- Manage the end-to-end customer journey to ensure a smooth experience.

- Oversee and guide the customer support team for timely issue resolution.

- Analyze customer feedback and share insights with leadership.

- Handle customer escalations and conduct root cause analysis.

- Collaborate with product, sales, and operations teams to improve processes.

- Develop customer retention strategies and maintain strong client relationships.

- Monitor and optimize CRM and customer support tools.

- Track customer satisfaction metrics like CSAT and NPS.

- Train and mentor team members to build a customer-centric culture.

Required Skills:

- Ability to analyse customer data and CX metrics.

- Proficiency in CRM and ticketing tools.

- Strong leadership and team-management skills.

Qualifications:

- An MBA from a Tier-1/2 institute is preferred.

- 8-13 years of experience into customer experience & customer success.

ABOUT RTDS:

- Founded in 2010, Real Time Data Services (RTDS) is a group of companies excelling in global information technology, specializing in Cloud Computing.

- We empower businesses worldwide with technologically advanced solutions that streamline operations and enhance efficiency.

- Being a market leader, we've catered to 10,000+ clients across the globe, consistently guaranteeing exceptional services.

- Our continuous innovation-led services include:

- Managed Cloud Hosting Services.

- AWS Cloud Services.

- Public Cloud Solutions.

- Cybersecurity Solutions.

OUR MISSION:

- To become the forefront of Tech Global Leaders in Cloud Computing by striving towards excellence in our robust products & services, providing a competitive edge to our customers.

OUR VISION:

- Our vision is to achieve excellence through continuous improvement, innovation, and integrity, driven by a results-oriented and collaborative approach.

OUR BRANDS:

- AceCloud:

- AceCloud is a leading provider of high-performance, affordable cloud solutions for SMBs and enterprises.

- Its comprehensive suite of services includes:

- Public Cloud.

- Private Cloud.

- Cloud GPUs.

- Kubernetes.

- Infrastructure as a Service (IaaS).

- AWS Services.

- Ace Cloud is working closely with AWS for the SMB and Startup verticals PAN India.

- We specialize in Cloud Assessment, AWS Migration, Application & Database Modernization as well as Data Analytic, Machine Learning and AI.

- With a strong emphasis on innovation and customer satisfaction, Ace Cloud offers single-click deployment and 24/7 human support to ensure seamless operations for its clients.

Ace Cloud Hosting:

- Headquartered in Florida, USA, Ace Cloud Hosting is a leader in managed hosting with over 15 years of expertise in cloud-based technologies.

- Its services include:

- Accounting/Tax Application Hosting.

- Managed Security Services.

- Managed IT Services.

- Hosted Virtual Desktop Solutions.

- Learn More.

KEY HIGHLIGHTS:

- Industry Experience: 15+ years in the industry serving over 8,000 clients globally with a team of 600+ employees.

- Data Center Partners: 10+ data center partners located across the USA, UK, and India.

- Strategic Partnerships:

- Microsoft Direct Partner under the CSP Program.

- Intuit Authorized Commercial Hosting Provider.

- AWS Advanced Consulting Partner with Storage & SMB Competencies.

- VMware Enterprise Partner for Infrastructure & Desktop Virtualization solutions.

- Accreditations and Memberships:

- ISO/IEC 27001:2022 Certified.

- Registered with NASSCOM.

- Member of the Internet Telephony Services Providers Association in the UK.

- Awards and Recognitions:

- Customer Service Department of the Year Stevie Award (2024).

- CPA Practice Advisor Readers' Choice Awards (2023).

- VMware Accelerating Cloud Provider Partner Award (2020).

- K2 Quality Award for Customer Satisfaction (2019).

- Great User Experience Award by FinancesOnline (2018).

- User Favourite Award by Accountex USA (2016).