Customer Experience Manager

Areas of Accountability:
To hand hold the customers from post-sales to Handover.
All communication with customers as their SPOC.
To support the collection team in reducing the over dues

Deliverables:
customer satisfaction scores
regularly sending project progress reports to customers
resolving customer escalations in a time-bound manner and win-win proposition for both TE and customer
maintenance of all customer data
documentation and MIS
collection targets
reduction in escalations
closure of escalations in a sustainable manner
handing over of units within 30days from FIS date and registration of the unit within the specified timelines

Metrics / KPIs:
Mean time for ticket closure
Reduction in number of escalations
Keeping customer data up to date in SF
Sending project updates on time every month