Customer Experience Executive Designtech Systems

3.0 - 5.0 years

1 - 5 Lacs

pune

Work from Office

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: Bachelors 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).

Posted Date not available

Apply

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.