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Greetings from ExpertusONE!!! Start your career with the fast growing SaaS company.. We are looking forward to hire a Customer Delight Manager at ExpertusONE LMS. Location: Chennai, India Company: ExpertusONE - LMS Are you passionate about ensuring customers not only succeed but are truly delighted with their software solutions? Do you thrive on building strong relationships and acting as a crucial bridge between clients and internal teams? ExpertusONE LMS, a leading provider of innovative and comprehensive learning management solutions, is seeking an experienced and enthusiastic Customer Delight Manager to join our growing team. In this pivotal role, you will be instrumental in ensuring our valued customers fully understand, utilize, and gain maximum value from the ExpertusONE platform. Your Mission, Should You Choose to Accept: As our Customer Delight Manager, you will be the champion for our customers' success and satisfaction. You will proactively engage with clients, understand their unique business needs and how they leverage ExpertusONE LMS, and empower them to achieve their learning and development goals. Key Responsibilities: Drive Product Understanding & Adoption: Proactively work with customers to ensure they have a deep understanding of ExpertusONE LMS features and functionalities, enabling them to leverage the platform to its fullest potential. Issue Clarification & Triage: Act as a key point of contact to help customers distinguish between product knowledge gaps (requiring further education or guidance) and actual technical bugs or issues, ensuring efficient resolution pathways. Proactive Customer Communication: Regularly communicate with customers regarding existing product features, best practices, and tips for optimal use. Keep them informed and excited about upcoming product enhancements and future roadmaps. Cross-Functional Collaboration: Serve as a vital link between Customer Support, Account Management, and Technical teams. You will possess a comprehensive understanding of customer usage patterns, their specific goals, and how ExpertusONE LMS helps them achieve these. Enablement Content Development: Collaborate with Product Marketing, Business Solutions, and other internal teams to identify needs and coordinate the development of impactful communication materials. This includes, but is not limited to, product explainer videos, demonstration videos, tutorials, and knowledge base articles. Customer Advocacy: Gather customer feedback and insights, acting as their voice within the organization to inform product development and service improvements. Relationship Management: Build and nurture long-term, trusted relationships with key customer stakeholders, fostering loyalty and advocacy. Reporting & Analysis: Track key metrics related to customer engagement, satisfaction, and product adoption to identify trends and areas for improvement. What You Bring to the Table: A minimum of 12-15 years of experience in customer-facing roles, preferably within an IT SaaS product company. A proven track record of successfully managing and nurturing customer relationships, leading to high levels of satisfaction and retention. Exceptional communication, interpersonal, and presentation skills, with the ability to explain complex concepts clearly and concisely to diverse audiences. Strong analytical and problem-solving abilities, with a knack for understanding customer needs and identifying effective solutions. Experience in coordinating with multiple internal departments (e.g., Support, Sales/Account Management, Technical/Product teams). Demonstrable experience in developing or coordinating the creation of customer-facing educational content (e.g., videos, tutorials, documentation). A genuine passion for technology and a strong desire to help customers succeed. Self-motivated, proactive, and able to work independently as well as part of a collaborative team. Master’s/Bachelor's degree in a relevant field is preferred. Why ExpertusONE? ExpertusONE is a dynamic and innovative company at the forefront of learning technology. We are committed to providing our customers with a best-in-class LMS platform and an exceptional customer experience. You will have the opportunity to make a significant impact on our customers' success and contribute to the growth of a leading SaaS organization. We offer a collaborative work environment, opportunities for professional development, and a competitive compensation package. Ready to Delight Our Customers? If you are a customer-centric professional with a passion for technology and a drive to ensure client success, we encourage you to apply. Please submit your resume detailing your relevant experience and explaining why you are the ideal candidate for this Customer Delight Manager role at ExpertusONE LMS. Interested candidates can apply this job post or Write to careers@expertusone.com. All the very best!! Warm Regards, Kannan Lakshmanan Manager - Human Resources Show more Show less
