Senior Manager - CEM (Customer Experience Management)

Job Responsibilities

• Manage the Technical Relationship with client
• Own the complete SLAs and Service Delivery for the client
• Expected to work with technical domain leads for building SIPs and handle client escalation
• Responsible for Client CSAT
• Responsibility for profitability of account & billing

· Accountability on critical changes, communication, and business restoration

· Regular capacity reviews, Focus on quality metrics

· Identifying critical paths in delivery, inputs for design change

· Engage and communicate with Sr. Management and Supplier Management team of client on regular basis

Primary Skill Set

• Customer Engagement and Service Level Management
• Business requirement analysis, real time business expansion
• Technology and Business change management, Cost analysis
• Service Improvements and Collections and Cost analysis
• Communication and engagement model development
• Governance, Reporting, Reviews, Risk mitigations and escalations
• Trend Analysis, QBR’s BRD inputs, Capacity inputs
• Operations and Design team engagement and business reporting
• Business impact analysis
• Periodic collection tracking and reporting, Cost analysis in reporting

Secondary Skill Set

· Understanding of Cost of service

· Experience in Technology and Business change management

· Major Incident Managed /Contribution

· Involvement in infrastructure SIPs

Experience:

· 12+ years of experience in managing IT Infrastructure, handling Customer front and managing Service Delivery

Soft Skills:

· Good/Excellent Communication Skills (Speak, Read, Write)

· Report Writing

· Analytical & problem-solving skills

· Good presentation skills

· Willingness to Continually Learn

• Team Player & People Management

Education:

· Any Graduate, preferably from IT background