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: https://www.Myrealdata.In