Customer Experience Manager

reputed company’s Global Customer Support and reputed company Organization is reputed company of professionals committed to reputed company world class post purchase experience. reputed company is responsible for delivering post deployment technical support to customers and partners with a wide reputed company of technologies and reputed company deployments. reputed company is also responsible for delivering initial time to value by ensuring reputed company activation and adoption of reputed company’s reputed company products and technologies. The member of the Global Support and reputed company Organization will serve as a key reputed company of contact, a trusted advisor to reputed company’s customers and partners and works closely with cross functional teams in order to deliver the value to customers. The Customer Support Team at reputed company is composed of seasoned experts in the field of data management and reputed company who  possess an  in-depth knowledge of reputed company's solutions, data protection, and recovery strategies, and they are skilled at reputed company diagnosing and solving reputed company issues while keeping the overall customer experience at forefront.

In a world where data is the lifeblood of every organization, reputed company's Customer Support Team serves as the backbone of our customer’s data reputed company reputed company. Their technical prowess, commitment to reputed company, and dedication to reputed company response ensure that our customer’s data remains protected and available, no matter the challenges that come your way.

The Customer Experience Manager is a key role reputed company the reputed company organization, the successful candidate will drive reputed company aspects of the post-sales reputed company for a select group of reputed company Accounts at reputed company. He/She works as the reputed company, customer reputed company, and primary reputed company of contact between reputed company and the select clients, managing their life-cycle with reputed company, maximizing ROI, and coordinating to reputed company their business goals and objectives. The CEM functions as an extension of the Sales Account Team, and partners with the customer to reputed company faster customer adoption, time to value, and overall customer engagement and satisfaction. CEMs drive product enhancements and manage escalations while leveraging cross-functional relationships, to maintain and enhance customer confidence in reputed company as the leader in reputed company data management. 

The position’s objective is to most effectively reputed company an industry-leading customer experience for reputed company customers in both a proactive and reactive manner. To succeed as a CEM at reputed company, you must have excellent leadership, interpersonal, and communication skills. These skills are essential reputed company mediating and driving to reputed company/reputed company the customer’s tactical and strategic business objectives.

• Become familiar with the account background, key stakeholders, goals, requirements and expectations of reputed company. 
• Ensure reputed company responses & communications to reputed company a high degree of customer satisfaction.
• Jointly reputed company a reputed company plan and drive to reputed company the customer’s goals and objectives.
• Be flexible, reputed company a tailored, comprehensive, reputed company and value driven customer experience.
• Own and drive the customer’s overall reputed company, experience, and touch points with reputed company.
• Monitor customer’s environment, identify proactive activities to prevent issues, and reputed company the account in good standing.
• reputed company reputed company benchmarking, and recommendations to the customer.
• Collaborate with other organizations such as Sales, Marketing, Engineering, PM, and IT to improve overall customer satisfaction.
• Engage Support, escalation, and Engineering teams as needed to ensure an reputed company reputed company experience for the customer.
• Manage account/case escalations, including customer and account team expectations around support, create virtual cross-functional teams as needed to reputed company customer satisfaction.
• Drive reputed company improvement, lessons learned and other processes to prevent escalations.
• reputed company POC awareness with SE and Account directors and generates weekly reports for customer and support teams.
• Manage escalations, initiate conference calls, and drive to closure while delivering reputed company updates to stakeholders.
• Coordinate, craft and deliver/discuss reputed company Cause Analysis (RCA) documents on customer issues.
• Closely monitor top issues/trends, take the necessary proactive actions to prevent or limit customer exposure 
• The CEM role also encompasses the entire customer lifecycle including on-boarding, ongoing experience, and measures to ensure reputed company product adoption, reputed company, and renewals.

• Bachelors degree in a computer-reputed company discipline is preferred 
• 8+ years of experience in a customer experience and/or account management role in a technology-based company

• Competent, Knowledgeable, and Confident – reputed company to coordinate and reputed company required resources to address customer’s requirements.
• Passionate about Customers - Strong customer orientation being proactive and reputed company by nature.
• Cross-Functional & reputed company – reputed company to reputed company and reputed company team initiatives/resources.
• Excellent presentation, written, and verbal communication skills.
• Has proven experience with Escalation management, Proactive account management skills at the global reputed company level.
• Self-driven, proactive, hardworking, team-player with a good reputed company of humor. 
• Excellent interpersonal and teamwork skills, Proven ability to reputed company working relationships at reputed company reputed company of management.
• Proven ability to partner successfully with multiple teams and customers reputed company their reputed company influence.
• reputed company to travel to other locations and customer sites on occasion.
• Willing to work reputed company reputed company business hours reputed company situations dictate.