Lead Customer Experience

Mission:

The mission for the Lead Customer Experience involves overseeing account management activities at the regional level to ensure the attainment of company goals. This role requires developing and implementing strategic plans to achieve client success and satisfaction. Maintaining consistent engagement with current clients is crucial ensuring timely resolution of escalations and fostering positive relationships. Additionally the Lead Customer Experience coordinates extensively with cross-functional teams to ensure smooth operations for both external and internal customers. Mentoring and guiding the client success team to enhance their performance and achieve organizational goals is also a key responsibility.

Roles & Responsibilities:
Manage client relationships handling escalations related to HR operations of staff deployed to various clients and resolving day-to-day HR issues within the TAT.

Plan and conduct daily contacts and visits to manage customers.

Implement business development actions including active Customer interactions telephone contacts negotiations visits and retention actions.

Ensure comprehensive market coverage and address competitive challenges.

Conduct persuasive and effective presentations and demonstrations of services to decision-makers (e.g. Head of Operations Finance HR) at corporate clients.

Coordinate extensively with cross-functional teams to ensure smooth operations for both external and internal customers.

Mentor and guide the Customer Experience team to enhance their performance and achieve organizational goals.

Key Relationships:

Internal Employees (Account Management Team/ Delivery Manager/Operations team/ Finance / Compliance / Legal/ Middle Office)

External Customers (Clients/ Statutory Compliance Teams)

Success Indicators:

Customer Experience

Associate Life-cycle Management

Payroll Management and SLA Adherence

Compliance

Invoice Submission

Miscellaneous activities leading to Customer Satisfaction

Other Information:

Analyze the costs

Draw up reports

Know the regulations regarding Staff leasing

Know the management and business development tools (Ramp CRM)

Excellent interpersonal skills with the ability to effectively communicate information to all levels.

Understanding the concepts of Product tailor making and designing depending on the specific needs of the customers

Understanding of the decision-making process of the concerned institutions

Ability to understand and translate this understanding into the negotiation strategy

Ability to develop and nurture contacts/ long term professional relationships

Self-Driven