Technical Program Manager for Global Customer Experience

5 days ago

Hyderabad Secunderabad Telangana Ghaziabad, India beBeeCustomerExperience Full time
Customer Experience Program Manager Job Description

The Customer Experience Program Manager plays a vital role in supporting customer experience programs for the technical delivery of service revenue programs enabled by our IIoT platform TIQ. This role involves close collaboration with various teams to ensure a standardized and scalable process for service fulfillment.

Job Responsibilities
  • Oversee the development and implementation of detailed technology solutions for clients using company products, outsourced solutions, or proprietary tools/techniques.
  • Define client needs, develop proposals to meet those needs, and oversee the implementation of complete project solutions.
  • Perform in both people management and technical leadership capacities.
  • Performance is typically measured by the capture of consulting engagements and/or utilization (i.e., billable hours for the department) or performance against budget.
  • Select, develop, and evaluate personnel to ensure efficient operation of the function.
  • Manage operational and product performance per customer expectations and contract.
  • Drive program execution to meet desired performance as measured by defined customer service metrics and/or customer survey results.
  • Develop and execute corrective action plans where performance is deficient.

This role involves cross-functional collaboration to achieve customer service-related objectives, including new product introduction and field product-related issues. The ideal candidate will have excellent communication skills, a strong bias towards speed of development, qualification, and release, and a global perspective on customer value and trends in the IIoT service environment.

Required Skills and Qualifications
  • Bachelor's degree in engineering or IT-related field.
  • 5+ years of IT or software project management experience, preferably with industrial software and/or IIoT-service solutions.
  • Education in business accounting and/or sales experience (Sales or Service Engineer).
  • First leadership experience in an international, highly matrix organization (team or project).
Benefits

Travel 20% of the time, collaborating closely with various teams to drive customer satisfaction and commercial success. As a key player in this team, you'll be empowered to make a significant impact on our customers' experiences and contribute to driving business growth.

Others

Embracing new opportunities, adaptive mindset, and continuous improvement projects are encouraged in this role. Strong communication skills, financial and business acumen, and a well-developed sense of customer value are essential qualities for this position. If you're passionate about delivering exceptional customer experiences and are excited about the prospect of working in a dynamic and innovative industry, we'd love to hear from you

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