Customer Experience Head

As the Customer Experience Head for one of Weekday's clients located in Gurugram, NCR, you will play a crucial role in shaping and enhancing the customer experience journey. With a salary range of Rs 30-70 LPA and a minimum of 5 years of experience, we are looking for a highly motivated and customer-centric professional to lead our customer-facing teams. Key Responsibilities: - Develop and execute a comprehensive customer experience strategy aligned with business goals. Continuously monitor customer satisfaction, analyze feedback, and implement initiatives to improve user experience. - Oversee technical and application support functions to ensure timely and effective resolutions for customers. Provide guidance for escalated issues and drive root cause analysis for permanent fixes. - Drive customer engagement, adoption, and retention strategies tailored to SaaS products. Establish processes supporting onboarding, training, product utilization, and ongoing success. - Lead the design and implementation of customer service policies, standards, and best practices. Foster a customer-first culture focused on responsiveness, empathy, and problem-solving. - Build, mentor, and manage high-performing teams across technical support, application support, and customer service. Empower teams with tools, knowledge, and training for exceptional service delivery. - Identify opportunities to streamline customer support operations through automation, AI-driven tools, knowledge bases, and ticketing systems. Aim for continuous improvement while ensuring high customer satisfaction. - Leverage analytics and KPIs to measure customer experience performance, identify trends, and make data-informed decisions. Regularly report insights to leadership with actionable recommendations. - Collaborate with product, engineering, and sales teams to incorporate customer feedback into product development and service enhancements. Serve as the voice of the customer within the organization. Qualifications: - 5-15 years of progressive experience in technical support, application support, SaaS, and customer service, with at least 3-5 years in a leadership role. - Strong understanding of SaaS ecosystems, support workflows, and customer success methodologies. - Proven ability to manage complex support environments, including incident management, escalation handling, and root cause analysis. - Excellent leadership skills to inspire, coach, and grow diverse teams. - Proficiency in support tools, CRM platforms, and customer success software (e.g., Zendesk, Freshdesk, Salesforce, Gainsight). - Strong communication, stakeholder management, and conflict resolution skills. - Analytical mindset with the ability to interpret customer data and translate insights into strategies. - Customer-first attitude with a passion for delivering outstanding experiences.,