Customer Experience Manager

VELAN IT is a Security System Integration focussed company with large global and domestic clients. Aligning with the growth of the organisation, the company is now looking for an energetic and enthusiastic CUSTOMER EXPERIENCE MANAGER to strengthen the leadership team and to seal any gap between the organisation and the customers.
CEM will report directly to Managing Director and we expect the CEM to take care of the following:
To act as a bridge between the Managing Director and the Sales and Project Team to ensure that the customers get what they are promised and there is no gap in servicing the customers
CEM, as a relationship marketing expert shall support the customers as they transition from sales prospects to users of the company&rsquos products
Unify the sales and the success team as they have a high-level view of the customer lifecycle
Focus on customer loyalty and building close long-term client relationships
Proactive problem resolution &ndash Look out for the customer&rsquos business and work with them to find solutions to their pain points &ndash put out the flame before it becomes a wildfire.
Monitor customers&rsquo happiness closely and offer solutions before the issue occur
Brand and product promotion &ndash Generate excitement for new products by keeping the clients updated on the technology and development in the industry. Through the personal relationship shall find upsell opportunities and in finding and positioning expansion opportunities.
To make sure that adoption of the products happens smoothly
Long-term customer relationship management &ndash The goal is to keep customers continuously happy, not just happy enough to make a single purchase
Adding value for years to come
To check in with the customers regularly to develop an open line of communication
Attributes expected:
Strong organization and presentation skills
A propensity for relationship building
Industry knowledge is preferred but not essential
Leadership skills to expand the team progressively and manage efficiently
Calm and composure in listening to the customers
Excellent in analytical skills using Microsoft Excel and preferably Power BI
Hands on experience in using Microsoft products and web meeting applications like Teams, Zoom and like.
Qualifications and Experience:
Post-graduation in Marketing / Public relations or Graduation in Engineering
A minimum of three years of experience in Customer Success
Excellent communication and presentation skills
Multi linguistic capabilities
Willingness to travel as may be required
VELAN IT is an equal opportunity employer