Manager Customer Experience

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. Learn More 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) CONTACT INFORMATION Website: