Customer Experience Manager I

The Customer Experience team is a vital component in the successful implementation and continued efficiency of GreyOranges warehouse automation solutions. As a Customer Experience Manager, your role is pivotal in serving as the main connection point between clients and internal departments. You are responsible for driving solution optimization, managing operational escalations, ensuring adherence to service level agreements (SLAs), and providing a seamless post-implementation experience. Your primary focus is on enhancing customer satisfaction, maximizing system uptime, and delivering business value through proactive support, data-driven insights, and consistent engagement. Based in Gurgaon, your key responsibilities include managing daily customer interactions with a focus on clear and consistent communication at all touchpoints. You will handle escalations promptly and professionally to ensure swift issue resolution and overall customer satisfaction. Conducting regular business reviews such as Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and Executive Business Reviews (EBRs) to maintain stakeholder alignment is also a crucial aspect of your role. Additionally, you will be tasked with understanding solution configurations and optimizing them for operational and technical performance. Supporting peak period planning, including volume forecasting, resource allocation, and system preparedness, is essential. Monitoring and reporting on system performance metrics such as hardware and software uptime, throughput, and order accuracy are key components of your responsibilities. Utilizing basic SQL and tools like Grafana and Power BI, you will analyze performance data and generate valuable insights. It is imperative to monitor dashboards for real-time system visibility and performance tracking while owning operational reporting and performance metric updates for both internal and external stakeholders. Driving customer success metrics like Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Annual Maintenance Contract (AMC) renewals is a critical part of your role. You will identify and implement initiatives aimed at enhancing customer onboarding, adoption, and overall satisfaction. Documenting lessons learned, best practices, and creating enablement content for continuous improvement is essential. Collaboration with Product, Solution Architecture, Support, and Program Management teams is crucial to deliver software enhancements and new features successfully. You will plan and coordinate system upgrades, patch deployments, and feature rollouts while aligning with customers on change requests, scope, and delivery timelines. Your performance will be measured against various Key Performance Indicators (KPIs) such as ensuring software and hardware uptime exceeding 90%, achieving higher Mean Time Between Failures (MTBF) and lower Mean Time To Repair (MTTR), maintaining operational KPIs like order fulfillment speed and accuracy above 99%, and meeting Inventory Management standards. Additionally, adherence to SLA-based issue resolution and escalation turnaround times, customer satisfaction and NPS scores, AMC renewal rates, and accuracy and timeliness of reporting and dashboard updates are crucial metrics. To qualify for this role, you should have a minimum of 2-4 years of experience in Customer Experience, Project Coordination, or Technical Account Management. Strong communication and stakeholder management skills are essential, along with familiarity with SQL and analytics platforms like Grafana and Power BI. Understanding customer success metrics such as CSAT, NPS, and renewal rates is required. Experience or interest in warehouse automation, robotics, or supply chain operations is preferred, and the ability to excel in a fast-paced, cross-functional environment is crucial. If you are passionate about revolutionizing global customer experiences in the logistics and supply chain industry, possess the specified skills, and are enthusiastic about the potential of robotics and automation, we encourage you to apply for this role.,