Quantiphi
Location
Mumbai | India
Job description
About us: Quantiphi is an award-winning AI-first digital engineering company driven by the desire to reimagine & realize transformational opportunities at the heart of the business. We are passionate about our customers & obsessed with problem-solving to make products smarter, customer experiences frictionless, processes autonomous & businesses safer.
We put together a wide array of solutions that help businesses build AI products, find & retain high-value customers, improve operating efficiency & reduce risk across several industries including but not limited to Healthcare, Insurance, Media, Retail, Manufacturing, & Consumer Products & are in partnership with Google Cloud, AWS, NVIDIA, Looker, Snowflake, SAP & Tensorflow. For more details visit: Job description: As the leader of Customer Experience Program at Quantiphi, you will be responsible for leading the strategic development and execution of our Customer Intimacy efforts, that are focused on enhancing customer onboarding, satisfaction, success, loyalty and advocacy. Scope of work: As the leader of Customer Experience Program, you will work with cross-functional stakeholders to operationalize, optimize, scale and manage the processes and framework associated with our Customer Intimacy programs - namely Customer Account Intelligence, Customer Feedback and Customer Engagement. Your primary focus will be to ensure alignment across cross-functional teams, including marketing, sales, and delivery, to achieve the respective goals set for each Customer Intimacy program pillar. Roles & Responsibilities: Lead the launch of customer onboarding processes and framework Enabling account targeting and expansion through regular customer intelligence insights leveraging in-house ABM platforms Automating feedback loops across marketing, delivery & Sales. Making sure customer feedback is collected at regular intervals/ milestones Enhancing customer satisfaction and developing deep and long-lasting relationship with customers Implementing tools such as Demandbase for intent insights and integrating with relevant platforms. Enhancing account intelligence within existing systems/accounts Establish and optimize automated CSAT touchpoints across the customer journey. Compile and submit monthly/quarterly CSAT reports across all business units. Integrate CSAT results into a centralized dashboard. Conduct account expansion training sessions for relevant teams. Execute customer engagement campaigns to drive satisfaction & advocacy. Ensure the closure of action items identified through feedback loops. Track and manage the KPIs under each piller and drive actions with respective teams Requirement: 10 years as a customer experience or customer success program director is required Strong project management skills with a focus on operational excellence Excellent communication and collaboration abilities Strong senior stakeholder management skills Experience in customer-facing environments Experience in implementing and managing customer experience programs Familiarity with tools like Demandbase, Pipedrive/CRM, and CSAT measurement platforms. Bachelor’s degree in a relevant field; Master’s degree is a plus. Demonstrated ability to collaborate effectively with cross-functional teams. Strategic thinking and the ability to drive initiatives that contribute to overall business objectives. Outstanding written, verbal and project management skills. Collaborative and self-starter Highly passionate about customer success and advocacyJob tags
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