The Senior Manager - Customer Experience plays a pivotal role in ensuring the long-term success and satisfaction of company's customers post-implementation. This leadership role is responsible for delivering operational excellence, maximizing customer value, and acting as the strategic interface between customers and internal functions such as Product, Engineering, and Program Management.

This position requires a blend of strategic thinking, operational execution, stakeholder management, and data-driven decision-making to drive meaningful business outcomes and enhance customer advocacy.

Key Responsibilities:

1. Strategic Customer Engagement

- Develop and maintain strong executive relationships with key customer stakeholders to drive long-term engagement and platform adoption.

- Lead Executive Business Reviews (QBRs/MBRs/EBRs) to align on performance, realized value, and future growth opportunities.

- Act as the voice of the customer internally by advocating for enhancements in product, roadmap, and service delivery aligned with customer goals.

2. Operational Excellence & Performance Optimization

- Oversee the performance of company's solutions across assigned accounts, ensuring uptime, throughput, and fulfillment KPIs are consistently achieved.

- Collaborate with customers to support volume forecasting, peak season planning, and operational readiness.

- Utilize tools such as SQL, Grafana, and Power BI to analyze system performance data and deliver actionable insights for continuous improvement.

3. Customer Success & Advocacy

- Drive customer success metrics including CSAT, NPS, AMC renewals, and service utilization.

- Lead onboarding and adoption programs, helping customers maximize value from company solutions.

- Create and execute Customer Success Plans with defined milestones, usage goals, and value realization targets.

4. Cross-functional Collaboration & Delivery

- Lead and mentor a high-performing Customer Experience team, promoting a culture of ownership, customer-centricity, and continuous learning.

- Collaborate with internal functions to ensure seamless service delivery, rapid issue resolution, and alignment on strategic account goals.

- Identify and drive process improvement initiatives to enhance customer engagement, operational efficiency, and account scalability.

- Facilitate knowledge sharing and best practices across regions and customer accounts.

Qualifications & Requirements:

- Preferred qualifications - e.g., Bachelor's/Master's in Engineering, Business, or related field]

- Proven experience in customer success, operations, or strategic account management, ideally within a tech/SaaS/automation/logistics environment.

- Strong data analysis skills and hands-on experience with tools like SQL, Grafana, Power BI.

- Excellent stakeholder management and communication skills, with the ability to influence senior decision-makers.

- Demonstrated ability to lead teams and manage complex, multi-stakeholder environments.

Location : Gurugram

Years of Experience : 12+ Years