Customer Experience Executive-Engineering Industry-(Off Role)-Pune

We are hiring for one of our client for the role of Customer Experience Executive based out at Pune (Hinjewadi) location. PFB the details:

Industry: Industrial Products (MNC)

Payroll Company: Randstad India

Role: Customer Experience Executive

Experience: 3-5 Years

Location: Pune (Hinjewadi)

The Opportunity:

Customer Experience Executive

Key Responsibilities:

• Stakeholder Relationship Management:

• Serve as the primary point of contact for designated internal business units and group companies, building and nurturing long-term, trusted relationships.
• Proactively engage with key stakeholders (e.g., engineering leads, business unit heads) to deeply understand their strategic objectives, evolving engineering requirements, and operational challenges.
• Conduct regular check-ins, business reviews, and feedback sessions to gauge satisfaction levels and identify opportunities for enhanced collaboration.

• Service Advocacy & Orchestration:

• Act as an internal advocate for our stakeholders, ensuring their needs and priorities are clearly communicated to and understood by the competence teams.
• Collaborate closely with project managers, technical leads, and engineering teams to ensure service delivery aligns with agreed-upon scope, quality standards, timelines, and Service Level Agreements (SLAs).
• Facilitate seamless communication flow, translating complex technical discussions into clear business implications and vice versa.
• Monitor service performance metrics, identify potential deviations, and proactively work with delivery teams to address and resolve issues.

• Feedback & Insights Generation:

• Design, implement, and manage structured mechanisms for collecting comprehensive stakeholder feedback (e.g., satisfaction surveys, post-project reviews, direct interviews).
• Analyze qualitative and quantitative feedback to uncover trends, root causes of dissatisfaction, and areas for service enhancement.
• Prepare insightful reports and presentations on customer satisfaction, service efficacy, and key improvement recommendations for GCC leadership and relevant stakeholders.

• Continuous Improvement & Innovation:

• Champion and drive initiatives aimed at optimizing the end-to-end customer journey within the Global Engineering Center's service delivery framework.
• Collaborate with engineering, operations, and quality assurance teams to implement process enhancements, tools, and best practices that elevate the overall customer experience.
• Contribute to the development of self-service resources and knowledge articles to empower stakeholders and streamline common inquiries.

• Issue Resolution & Escalation Management:

• Efficiently manage and resolve stakeholder inquiries, concerns, and complaints, ensuring timely and effective communication throughout the resolution process.
• Strategically escalate critical issues to appropriate internal teams and leadership, ensuring swift attention and resolution.

Qualifications:

• Bachelor’s degree in Business Administration, Engineering, Computer Science, or a related field.

• 3-5 years of progressive experience

  in customer success, account management, client relations, or customer experience role, ideally within a B2B or internal service delivery context.
• Demonstrated experience working with engineering or technical teams.
• Strong understanding of

  engineering services companies,

  project management methodologies (e.g., Agile, Waterfall), and service delivery frameworks.
• Exceptional interpersonal, communication (written and verbal), and presentation skills, with the ability to engage effectively with diverse audiences, from technical experts to senior business leaders.
• Proven ability to build rapport, influence stakeholders, and navigate complex organizational structures.
• Analytical mindset with the ability to interpret data, identify trends, and derive actionable insights.
• Proficiency in CRM software, project management tools, and Microsoft Office Suite.

• Must have:

  Experience working within a Global Capability Center (GCC) or shared services model.

• Good to have:

  Project management skills.

• Must have:

  Familiarity with customer experience methodologies (e.g., CX journey mapping, Net Promoter Score - NPS).

Interested candidates may share their CV at: anisha.rana@randstad.in OR WhatsApp: 7973641471