Senior Customer Experience Manager
Delhi, GurugramFull-time5–7 yrsPosted 2 months ago
Senior customer support role at Kapture CX in Delhi and Gurugram. Needs 5–7 years.
About the role
As a Senior Customer Experience Manager , you will own the success and growth of a portfolio of enterprise customers on the Kapture platform. You will act as a trusted partner to both business and technical stakeholders, driving CSAT, customer adoption, platform value, advocacy, retention, and long-term account health.
What you'll do
- Act as a trusted partner to both business and technical stakeholders, driving CSAT, customer adoption, platform value, advocacy, retention, and long-term account health
- Also identify opportunities for platform optimization, solutioning, and account growth while partnering closely with internal teams to resolve complex challenges and…
- Own the overall health and success of a portfolio of enterprise customers, ensuring strong adoption, satisfaction, retention, and long-term value
- Build trusted relationships with business and technical stakeholders and act as a strategic advisor on customer objectives and platform usage
- Lead QBRs, health checks, success planning, and key customer conversations to understand evolving needs and drive measurable outcomes
What you need
- CRM
- Customer success
- Sales
- Escalation handling
- Dashboarding
- SQL
Good to have
- NoSQL
- Salesforce
- HubSpot
- Kafka
- Grafana