Customer Experience Manager
5 days ago
**About InGenius**
**_ At InGenius, we understand the importance of #innovation, #entrepreneurship, and #partnership. That's why we share the risk upfront with our partners and clients by deploying our resources and capital investment, giving you access to a unique team of experts, and orchestrating a unique ecosystem of embedded tech partners, knowledge networks and #startups._**
The InGenius Lab is the embodiment of Injazat's philosophy - a team, a process and a working environment to enable innovation. That is why the company does not see itself as a service provider, but as a transformation partner working with private companies as well as government entities - integrating an ecosystem of vendor partners with niche expertise to create win/win solutions.
**As an Customer Experience manager within InGenius, you are**:
Responsible for customer success through the management of service delivery initiatives, Implement Service Improvement Plans and provide strong customer relationships across multiple customers grouped in a cluster.
**KEY ACCOUNTABILITIES**
**Day to Day Operations**
- Design, build and manage the end to end CX workstream for the entire venture
- Customer Journey Mapping
- Service Design Engineering
- Stakeholder management
- Educate and onboard key stakeholders into this framework (internal and external)
- Lead and inspire team (and stakeholders) on a CX designed framework
- Run workshops to generate tangible outcomes for CX
- Work in and with cross functional teams to deliver innovative CX
**Customer Success**
- Ensure long term customer relationship management
- Think long term and ensure high customer commitment
- Upsell the need of new product categories and facilitate any demo as required
- Constantly find solution to all the pain points and ensure high customer happiness
**Budgets and Plans**
- Recommend the budget, and monitor financial performance versus the budget so that the business is aware of forecasted costs and revenues; areas of underperformance are identified and opportunities to improve performance are capitalized upon.
**People Development**
- Provide coaching to employees and peers to drive knowledge and understanding of the value of Partnerships
- Track individual KPIs to ensure optimum output and delivery efficacy
**Continuous Improvement**
- Motivate one's own team and identify opportunities to take part in change initiatives, programs and projects that reflect international best practice and changes in the competitive environment.
**Policies, Processes & Procedures**
- Recommend improvements to departmental policy and directs the implementation of procedures and controls so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service to customers.
**COMMUNICATIONS**
**Internal**
- All Injazat employees and management
- Digital Architects
- Industry Vertical Leads
- Product Teams
**External**
- Vendors and Suppliers
- Customers/Clients
- Govt / Private sector decision makers, primarily at C- Level
**Minimum Qualifications**:
- Bachelor's Degree in computer science, Social Science or Business, or equivalent experience
- 8 + years of success in complex technical engagement management, service delivery management and/or portfolio and program management required
- Extensive experience within related advisory services, management/technology consulting
- ITIL v3 Practitioner or v4 Foundation preferred
- Experience in managing various stakeholder relationships to get consensus on solutions/engagements required
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