Customer Experience Manager - I

Customer Experience Manager I

Gurgaon, India

Night Shift

Responsibilities:

1. Customer Communication & Escalation Handling:

- Leverage a proven track record in customer communications to ensure clear, consistent, and effective messaging across all customer touchpoints, fostering strong client relationships.

- Manage and resolve customer escalations promptly, ensuring effective communication and swift resolution to maintain a positive customer experience.

2. Stakeholder Engagement:

- Lead conversations involving multiple stakeholders, collaborating seamlessly with sales, solutions, product, and support teams to align customer experience strategies with the unique demands of our industry.

3. Data Analytics:

- Apply basic SQL knowledge to analyze data and utilize analytics tools like Grafana & Power BI dashboards. Extract insights from customer data, informing strategic decision-making regarding customer segmentation, preferences, and behaviour within logistics and warehouse automation. 4. Dashboard Monitoring:

- Utilize Grafana and Power BI knowledge to monitor and analyze key customer experience metrics, ensuring real-time visibility into GreyOrange solutions' performance and facilitating data-driven decision-making for supply chain optimization.

5. Customer Success Initiatives:

- Develop and implement customer success initiatives specific to the supply chain and logistics sector, owning and improving CSAT (Customer Satisfaction), NPS (Net Promoter Score), on-time AMC (Annual Maintenance Contract) renewals, and other relevant metrics. Enhance overall customer satisfaction, drive loyalty, and identify opportunities for process optimization.

6. Advocacy Program Management:

- Manage customer advocacy programs, leveraging satisfied clients for testimonials, case studies, and referrals, showcasing GreyOrange's impact on transforming logistics and warehouse operations.

7. Performance Metrics and Reporting:

- Establish key performance indicators (KPIs) for customer experience within the logistics and supply chain domain, regularly reporting on metrics and insights to track progress and identify improvement areas.

Required:

• 1-4 years of Proven experience in managing complex technical products with a demonstrated ability to quickly learn and adapt to sophisticated solutions, particularly required for your role in the context of GreyOrange's warehouse robotics and automation systems.
• Demonstrated success in customer communications and Customer Experience Management (CEM).
• Ability to lead conversations involving multiple stakeholders in an innovative technological environment.
• Basic SQL knowledge to analyze data and use analytics tools like Grafana & Power BI dashboards.
• Familiarity with Customer Experience Management principles and strategies like CSAT, NPS & Renewals.
• B.Tech/BCA/MCA/M.Tech educational background only.

We encourage you to apply if you are passionate about revolutionizing global customer experiences in the logistics and supply chain industry, possess the specified skills, and are excited about the potential of robotics and automation.