Customer Experience Manager

Job description

VELAN IT is a Security System Integration focussed company with large global and domestic clients. Aligning with the growth of the organisation, the company is now looking for an energetic and enthusiastic CUSTOMER EXPERIENCE MANAGER to strengthen the leadership team and to seal any gap between the organisation and the customers.
CEM will report directly to Managing Director and we expect the CEM to take care of the following:
 To act as a bridge between the Managing Director and the Sales and Project Team to ensure that the customers get what they are promised and there is no gap in servicing the customers
 CEM, as a relationship marketing expert shall support the customers as they transition from sales prospects to users of the company’s products
 Unify the sales and the success team as they have a high-level view of the customer lifecycle
 Focus on customer loyalty and building close long-term client relationships
 Proactive problem resolution – Look out for the customer’s business and work with them to find solutions to their pain points – put out the flame before it becomes a wildfire.
 Monitor customers’ happiness closely and offer solutions before the issue occur
 Brand and product promotion – Generate excitement for new products by keeping the clients updated on the technology and development in the industry. Through the personal relationship shall find upsell opportunities and in finding and positioning expansion opportunities.
 To make sure that adoption of the products happens smoothly
 Long-term customer relationship management – The goal is to keep customers continuously happy, not just happy enough to make a single purchase
 Adding value for years to come
 To check in with the customers regularly to develop an open line of communication
Attributes expected:
 Strong organization and presentation skills
 A propensity for relationship building
 Industry knowledge is preferred but not essential
 Leadership skills to expand the team progressively and manage efficiently
 Calm and composure in listening to the customers
 Excellent in analytical skills using Microsoft Excel and preferably Power BI
 Hands on experience in using Microsoft products and web meeting applications like Teams, Zoom and like.
Qualifications and Experience:
 Post-graduation in Marketing / Public relations or Graduation in Engineering
 A minimum of three years of experience in Customer Success
 Excellent communication and presentation skills
 Multi linguistic capabilities
 Willingness to travel as may be required
 VELAN IT is an equal opportunity employer