Customer Experience Manager

Job Description - Customer Experience Manager (CEM)
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