Customer Excellence Consultant

What You'll Do

As a Senior Customer Excellence Manager(this is an individual contributor role), you will be responsible for managing and resolving complex, highimpact customer issues surfaced from our executive team. You will demonstrate extreme ownership and keep our executive team informed as you provide strategic leadership and expertise to drive timely and effective resolutions.

Job Duties

• Serve as primary owner and point of contact for critical escalations.
• Conduct thorough investigations and root cause analysis of complex customer problems.
• Clearly document the status of issues, customer conversations, and next steps; document root cause upon resolution.
• Develop and implement effective resolution plans, ensuring timely communication and follow-up with customers.
• Collaborate with cross-functional teams to identify process improvements to prevent future escalations.
• Track and analyze escalation trends and metrics.
• Summarize and share findings with our Executive team with outcomes and clear action plan.
• This is a Night Shift role, with Work from Office.

Responsibilities:
Qualifications:

What you'll need to be successful

• Minimum of 8 years of experience in customer service or related field.
• Experience engaging with executive leaders.
• Proven track record of managing complex customer issues and delivering exceptional results.
• Able to engage with customers to understand their issues, articulate customer needs, and navigate challenging customer conversations.
• Able to quickly establish rapport and credibility with customers and cross-functional teams.
• Excellent technical and problem-solving skills coupled with the ability to identify resolution to problems.Role & responsibilities

Preferred candidate profile

Perks and benefits