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