Director of Customer Experience
Location: Bengaluru, India
Infinite Convergence Solutions, Inc. is an industry leader in next-generation messaging and mobility solutions to carriers and enterprises globally which include its enterprise-grade, secure mobile messaging platform - NetSfere Enterprise; customer engagement platform - NetSfere Omnichannel and a complete range of scalable, next-generation wireless communication technologies - NetSfere Mobile Solutions.
With a rich heritage based on acquisitions from Motorola, Nokia, and Alcatel-Lucent and with 2000+ years of combined experience in mobile and messaging technologies, the company's platforms support more than 500 million subscribers globally and over one trillion messages on annual basis. Headquartered outside Chicago, with offices in the United States, Germany, UK, India, and Singapore. For more information, visit www.infinite-convergence.com and www.netsfere.com.
We are seeking a highly motivated and experienced Director of Customer Experience to join our growing Network and Customer Organization. The Director of Customer Experience will be responsible for leading the development and execution of the company's customer support and experience strategy, ensuring that all customer interactions are seamless and meet their expectations.
- Develop and implement the company's customer experience strategy, ensuring that it aligns with the overall business objectives.
- Lead and manage a team of customer experience and support specialists to provide exceptional service to customers.
- Analyze customer feedback, trends, and data to identify opportunities for improvement and drive innovation in customer experience.
- Collaborate with cross-functional teams, including product, marketing, and sales, to ensure a consistent and seamless customer experience across all touchpoints.
- Stay up-to-date on industry trends and best practices in customer experience to ensure that the company remains competitive.
- Develop and maintain customer-focused metrics, dashboards, and reports to measure the effectiveness of customer experience initiatives.
- Ensure that customer experience is integrated into all aspects of the business and is recognized as a core business priority.
Qualifications and Experience
- Bachelor's degree in Business Administration, Marketing or a related field.
- Minimum of 10+ years of experience in customer experience, preferably in a B2B SaaS company.
- Proven track record of successfully leading a customer experience/support teams and implementing customer experience initiatives.
- Strong analytical and problem-solving skills, with the ability to turn data into actionable insights.
- Excellent leadership and team management skills.
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
- Ability to multitask and prioritize effectively in a fast-paced environment.