Responsibilities
- Analyze customer journey pain points using deployment insights and data to develop targeted, measurable customer experience initiatives.
- Manage full lifecycle project execution for major enterprise customer deployments, ensuring timely onboarding and value realization.
- Spearhead cross-functional customer experience projects from concept through launch and adoption, including onboarding improvements, service level agreements, support workflows, executive reviews, health metrics, and AI-driven processes.
- Develop and maintain program infrastructure such as timelines, governance schedules, risk logs, decision models, and launch checklists.
- Coordinate alignment across sales, solutions, customer success, support, product, engineering, and operations teams on roles, tools, and implementation strategies.
- Establish and monitor success metrics using dashboards, business performance reviews, and KPIs linked to customer success outcomes.
- Transform recurring customer use cases into standardized operating procedures, documentation, and training materials.
- Determine priority improvements based on customer input, onboarding analytics, support trends, and deployment feedback.
- Promote adoption of new systems and processes through effective change management practices.
- Deliver transparent progress reports to leadership, highlighting key decisions, risks, obstacles, and performance trade-offs.
Work Arrangement
Remote
Other
- Fully remote work environment
- Unlimited paid time off
- Health insurance coverage up to INR 10 lakh for employee and family
- Additional accidental death and dismemberment coverage of INR 10 lakh
- Life insurance benefit equal to three times annual salary
- One-time workspace setup reimbursement of INR 35,000
- Monthly co-working space stipend
- Annual learning and development allowance of USD 1,000
