Responsibilities

- Leadership & Strategy: Lead 2x multidisciplinary team managers focused on health measurement and analysis, SFDC tools, as well as Genpact native platforms in support of our internal accounts. Develop and implement customer satisfaction strategies to improve overall client health across the business, collaborating with cross-functional teams for effective execution.

- Client Engagement & Insights: Conduct comprehensive customer satisfaction surveys and measurements using industry-standard practices (e.g., NPS, CSAT, CES). Analyze data from various sources, including CRM systems and digital platforms, to identify trends, patterns, and insights in order to inform and influence account and delivery strategy.

- Performance Monitoring: Monitor and track client health budgets, ensuring efficient allocation of user licenses and identifying cost optimization opportunities. Regularly assess the effectiveness of customer satisfaction initiatives, refining and optimizing based on performance data and stakeholder feedback.

- Collaboration & Communication: Partner with internal and external stakeholders to identify and implement solutions for enhancing client satisfaction. Establish and uphold customer satisfaction policies and best practices, providing necessary training and guidance.

- Technology Integration: Work closely with Salesforce, sales, marketing technology, and data teams to integrate various systems and automate processes related to client health. Lead the design and implementation of Gen AI solutions, overseeing the development of models and algorithms that enhance client engagement.

- Continuous Improvement: Foster a culture of continuous improvement and innovation, identifying and addressing customer concerns and areas for enhancement. Develop action plans to resolve issues and prioritize initiatives based on client feedback.

- Reporting & Analysis: Provide regular analysis and insights to executive leadership, highlighting key metrics related to client health and satisfaction, along with analysis of customer feedback and recommendations for optimization.