Transforming Customer Experiences

3 days ago

Gurgaon, Haryana, India beBeeCustomerExperience Full time ₹ 9,00,000 - ₹ 15,00,000

The role of Customer Experience Manager is pivotal in driving seamless service and high levels of customer satisfaction across the entire B2B customer lifecycle.

Key Responsibilities:
  • Develop a comprehensive customer experience strategy, encompassing key touchpoints: pre-sales, delivery, installation, and support.
  • Collaborate closely with sales, service, and operations teams to foster a customer-centric culture.
  • Establish CX metrics (NPS, CSAT, response time) and spearhead improvements.

Additional responsibilities include:

  • Coordinating with inside and project sales teams to ensure prompt and accurate responses to client inquiries.
  • Assisting in client onboarding, site readiness guidance, and documentation support.
  • Managing escalations or delays even before the sale is closed.

The ideal candidate will possess:

  • A deep understanding of the B2B customer lifecycle.
  • Exceptional coordination, empathy, and communication skills.
  • A problem-solving mindset with a bias for action.
  • High ownership and attention to detail.
  • Familiarity with CRM tools, ticketing systems, and customer feedback tools.

Experience:

  • 4-7 years in customer experience, client servicing, or operations roles preferably in manufacturing, tech products, or B2B services.
Requirements:
  • Strong analytical and problem-solving skills.
  • Excellent interpersonal and communication skills.
  • Able to work effectively in a fast-paced environment.
Benefits:
  • Potential for career growth and professional development.
  • Ongoing training and skill enhancement opportunities.
  • A dynamic and collaborative work environment.

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