Customer Experience Manager

4 weeks ago

mumbai, India Sify Technologies Limited. Full time
Position Overview:
Customer Experience is vital to our long-term profitability. We are hiring for a CEM to own and drive success for our customers. This role includes responsibilities for Customer Success activities (e.g. support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.)
Responsibilities:
 Drive Customer Success Outcomes
o Increase renewal rates and reduce churn
o Expand our revenue in accounts through cross-sell and up-sell
o Influence future lifetime value through higher services adoption, customer satisfaction and overall health scores
o Planning Service Governance Reviews for Top Accounts
 Define and Optimize Customer Lifecycle o End to End customer life cycle management
o Technical service reviews with clients and mitigate problem areas
o Develop listening points in journey (e.g., usage, satisfaction, etc.)
o Identify opportunities for continuous improvement
o Learn from best practices in industry
o Represent and communicate the “voice of the customer”
 Measure Effectiveness of Customer Success
o Achieve allocated sales and revenue targets
o Lead and own contract renewals in collaboration with account management and finance where needed o Tracking Project Delivery & Support escalations
o Liaising with cross-functional teams and ensuring overall improvement in customer satisfaction index
o Track and report on renewal, expansion and upsell pipeline
 Inspire Customer Success Across Company
o Create culture of Customer Success for the region
o Align with Marketing team around marketing strategies for existing clients
o Align with Sales around cross-sell and up-sell and focus on selling with a retention focus Required Experience/Skills:
 Preferably engineering background
 8+ years’ experience in leading customer-facing organizations.
 Demonstrated experience presenting to and building relationships with functional and C-level executives.
 Should possess fair knowledge of Telecom Network, Cloud, Data Center and Managed Services.
 Exposure in handling Enterprise / SMB Accounts.
 Ideally combined background of post-sale and sales experience.
 Strong empathy for customers and passion for revenue and growth.
 Deep understanding of value drivers in recurring revenue business models.
 Analytical and process-oriented mindset.
 Strong Customer Service experience
 Effective time management with an ability to multitask.
 Excellent communication and presentation skills.

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