Customer Experience Manager

2 weeks ago

Hyderabad, Telangana, India Blackbaud Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Customer Experience Manager (CXM)As a CXM youll play a crucial role in understanding and improving customer experiences by analyzing customer feedback and data, developing reporting to support various areas of the business, providing initial improvement recommendations, and tracking execution of recommendations.

Key Responsibilities

  • Customer Journey Mapping: Analyze and propose optimization the end-to-end customer journey across digital platforms and Blackbaud Products.
  • Voice of the Customer (VoC): Develop and manage feedback loops through surveys, user interviews, and analytics tools to capture customer sentiment.
  • Cross-Functional Collaboration: Work closely with product, engineering, sales, support, and marketing teams to align customer experience initiatives with business goals.
  • Customer Advocacy: Identify customer trends with Blackbaud product, & using those success stories into testimonials, case studies, and referrals.
  • Data-Driven Insights: Use customer data and analytics to identify trends, measure satisfaction (e.g., NPS, CSAT), and drive continuous improvement.
  • Issue Identification: Identify customer issues with existing instance of Blackbaud product & report those into actionable items.

Qualifications

  • Bachelors degree in business, Marketing, Communications, or related field.
  • 5-10 years of experience in customer experience, customer success, or related roles in the tech industry.
  • Experience with customer data analysis and VoC programs (Preferred).
  • Experience with tools like Salesforce, Gainsight, GonG, Qlik, Qualtrics, Power-BI and product analytics platforms (Preferred).
  • Experience with Product management (Preferred).
  • Strong understanding of customer journey mapping, CX metrics, and CRM tools. (Preferred).
  • Experience gathering and analyzing information and using it to develop effective solutions to difficult problems or situations.
  • Excellent communication, problem-solving, and project management skills.
  • Empathy-driven mindset with a passion for customer satisfaction and loyalty.
  • Experience in writing and interpreting T-SQL.
  • Excellent written and verbal communication and presentation skills.
  • Strategic thinking and prioritization
  • Advanced English skills required.

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