Customer Experience Program Manager

1 day ago

Hyderabad Secunderabad Telangana, India beBeeCustomer Full time ₹ 1,04,000 - ₹ 1,30,878
Job Description

Seek a Senior Customer Experience Program Manager to champion customer experience programs for the technical delivery of service revenue, powered by our IIoT platform. In this role, you will be the crucial interface between customers and internal teams, ensuring seamless service fulfillment and contributing to commercial success and growth.

  • Support customer experience programs for the technical delivery of service revenue programs.
  • Act as primary interface between customer project contacts and internal team for service fulfillment.
  • Collaborate closely with Thermal Solutions Engineering Program Management team to ensure standardized and scalable processes for service fulfillment.
  • Support development of service fulfillment team's capabilities and skill set mix to drive customer centricity and commercial success.
  • Oversee development and implementation of detailed technology solutions for clients.
  • Define client needs, develop proposals to meet those needs, and oversee implementation of complete project solutions.
  • Manage operational and product performance according to customer expectations and contracts.
  • 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 when performance is deficient.

Required Skills & Qualifications

Strong project management skills, preferably with industrial software and/or IIoT-service solutions. Understanding of business accounting principles and/or sales experience (Sales or Service Engineer background is a plus). First leadership experience in an international, highly matrixed organization. Ability to oversee development and implementation of detailed technology solutions.

  • Proven capability in defining client needs, developing proposals, and overseeing project implementation.
  • Strong skills in people management and technical leadership.
  • Experience in driving program execution to meet customer service metrics.
  • Ability to lead cross-functional teams to achieve objectives.
  • Proactive in identifying, protecting, and developing critical customer service knowledge and capabilities.

Benefits

Opportunity to work on cutting-edge projects that drive commercial success and growth. Collaborative environment with diverse internal and external teams. Strong bias towards speed of development, qualification, and release to meet aggressive growth targets.

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