Head Customer Experience based at Mumbai

Job Description:

• Customer experience ,Customer Management,Customer Success,Client Onboarding
• Upselling,Communication Skills,Account Management,Client Success,Revenue Expansion
• Process Improvement Initiatives,Process Implementation.
• Churn management, enhanced customer engagement and advocacy, renewal quotas, CSAT scores, etc.
• Building an onboarding team from scratch, and handling CS operations and  programs, directly under the vice president of customer success.

• Independently lead a customer success platform implementation project with technical stakeholder  collaboration.  
• Spearheaded the development of customer success program management independently  
• Strategizing internal programs digitally to enhance success activities (Eg: Tool procurement, engagement  
• Campaigns, process automation, playbooks for onboarding, business reviews, success plans, save plays.  
• Other responsibilities included- detailed strategy and execution of customer health dashboard, learning .
•  It encompasses every aspect of the customer's interaction, including website navigation, marketing materials, sales process, product quality, customer service interactions, and even post-purchase follow-up. 
• To create positive and memorable interactions that lead to customer satisfaction, loyalty, and advocacy. A good CX aims to make the customer's journey easy, enjoyable, and effective.   
•   Ongoing and encompasses all stages of the customer lifecycle.
•  Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), feedback surveys, customer reviews, and qualitative feedback.  
•  Primarily proactive, focusing on designing and delivering positive experiences at every touchpoint.  It can also be reactive in addressing issues and feedback.