Transformative Customer Journey Experience Director

5 days ago

Noida, Uttar Pradesh, India beBeeAdvisory Full time ₹ 4,50,000 - ₹ 7,00,000

At the forefront of AI innovation, we are seeking a visionary Customer Journey Experience Director to revolutionize our customers' product experiences. This pivotal role extends beyond traditional customer support and relationship management, encompassing the holistic end-to-end journey of the customer.

This position requires an exceptional individual who can own the entire product lifecycle, ensuring seamless adoption, optimal effectiveness, and strategic upgrades. As a trusted advisor to our customers, you will monitor usage, enable enhancements, and guide them toward upgradation, cross-adoption, and new AI innovations.

Key responsibilities include:

  • Mapping the entire lifecycle of customers using our solutions.
  • Ensuring smooth onboarding, consistent engagement, and long-term retention.

Product Engagement & Optimization

  • Tracking customer product usage patterns and proactively engaging to enhance adoption.
  • Identifying limitations or gaps in usage and suggesting solutions or modifications.
  • Collaborating with tech teams to recommend customizations and improvements.

Strategic Upsell & Upgrade

  • Analyzing customer needs to pitch relevant product upgrades.
  • Suggesting additional modules, features, or complementary AI solutions.
  • Presenting alternative products, including competitor insights, to ensure our company is seen as the trusted advisor.

Customer Intelligence & Insights

  • Developing customer journey dashboards and adoption metrics for management.
  • Sharing insights on product performance, customer behavior, and market trends.
  • Maintaining a competitive intelligence framework with product comparisons and benchmarks.

Cross-Functional Collaboration

  • Working closely with product development to align customer feedback with the product roadmap.
  • Partnering with sales and business development to identify upsell opportunities.
  • Strategizing with marketing and training teams to improve customer education materials.

Requirements

  • Strong grasp of AI-based products and ability to translate technical features into business value.
  • Analytical mindset with experience in product usage tracking and data-driven insights.
  • Ability to anticipate customer needs and design tailored product journeys.
  • Strategic thinker with proven upselling and product upgrade experience.
  • Strong collaboration skills to work with tech, business, and customer-facing teams.
  • Excellent presentation and communication abilities for dashboards and strategic reviews.

Qualifications

  • Bachelor's/Master's in Technology, Business, or related fields.
  • 5–8 years of experience in Customer Success, Product Management, or Strategy roles (preferably in SaaS, AI, or EdTech).
  • Proven track record in driving product adoption, upgrades, and upsells.
  • Knowledge of competitive intelligence and market mapping is highly desirable.

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