Manager Customer Experience

Job Responsibilities

• Manage the end-to-end customer journey to ensure a smooth experience.
• Oversee and guide the customer support team for timely issue resolution.
• Analyze customer feedback and share insights with leadership.
• Handle customer escalations and conduct root cause analysis.
• Collaborate with product, sales, and operations teams to improve processes.
• Develop customer retention strategies and maintain strong client relationships.
• Monitor and optimize CRM and customer support tools.
• Track customer satisfaction metrics like CSAT and NPS.
• Train and mentor team members to build a customer-centric culture.

Required Skills

• Ability to analyse customer data and CX metrics.
• Proficiency in CRM and ticketing tools.
• Strong leadership and team-management skills.

Qualifications

• An MBA from a Tier-1/2 institute is preferred.
• 8-13 years of experience into customer experience & customer success.

ABOUT RTDS

Founded in 2010, Real Time Data Services (RTDS) is a group of companies excelling in global information technology, specializing in Cloud Computing. We empower businesses worldwide with technologically advanced solutions that streamline operations and enhance efficiency. Being a market leader, we've catered to 10,000+ clients across the globe, consistently guaranteeing exceptional services. Our continuous innovation-led services include:

• Managed Cloud Hosting Services
• AWS Cloud Services
• Public Cloud Solutions
• Cybersecurity Solutions

OUR MISSION

To become the forefront of Tech Global Leaders in Cloud Computing by striving towards excellence in our robust products & services, providing a competitive edge to our customers.

OUR VISION

Our vision is to achieve excellence through continuous improvement, innovation, and integrity, driven by a results-oriented and collaborative approach.

OUR BRANDS

AceCloud:

AceCloud is a leading provider of high-performance, affordable cloud solutions for SMBs and enterprises. Its comprehensive suite of services includes:

• Public Cloud
• Private Cloud
• Cloud GPUs
• Kubernetes
• Infrastructure as a Service (IaaS)
• AWS Services

Ace Cloud is working closely with AWS for the SMB and Startup verticals PAN India. We specialize in Cloud Assessment, AWS Migration, Application & Database Modernization as well as Data Analytic, Machine Learning and AI. With a strong emphasis on innovation and customer satisfaction, Ace Cloud offers single-click deployment and 24/7 human support to ensure seamless operations for its clients. Learn More

Ace Cloud Hosting:

Headquartered in Florida, USA, Ace Cloud Hosting is a leader in managed hosting with over 15 years of expertise in cloud-based technologies. Its services include:

• Accounting/Tax Application Hosting
• Managed Security Services
• Managed IT Services
• Hosted Virtual Desktop Solutions

Learn More

KEY HIGHLIGHTS

Industry Experience: 15+ years in the industry serving over 8,000 clients globally with a team of 600+ employees

Data Center Partners: 10+ data center partners located across the USA, UK, and India

Strategic Partnerships:

• Microsoft Direct Partner under the CSP Program.
• Intuit Authorized Commercial Hosting Provider.
• AWS Advanced Consulting Partner with Storage & SMB Competencies
• VMware Enterprise Partner for Infrastructure & Desktop Virtualization solutions

Accreditations and Memberships:

• ISO/IEC 27001:2022 Certified
• Registered with NASSCOM
• Member of the Internet Telephony Services Providers Association in the UK.

Awards and Recognitions:

• Customer Service Department of the Year Stevie Award (2024)
• CPA Practice Advisor Readers' Choice Awards (2023)
• VMware Accelerating Cloud Provider Partner Award (2020)
• K2 Quality Award for Customer Satisfaction (2019)
• Great User Experience Award by FinancesOnline (2018)
• User Favourite Award by Accountex USA (2016)

CONTACT INFORMATION

Website: