ACCOUNT MANAGER - CUSTOMER EXPERIENCE (10)

Optiv Consulting (formerly part of Optiv Security); Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Optiv Consulting (formerly part of Optiv Security) is seeking a Customer Experience Manager for a Fortune 500 client. Immediate joiners preferred.

Lead a team of Assistant Managers delivering customer support, building relationships with new and existing accounts, and ensuring efficient resource deployment. You will focus on customer relationships and retention, collaborating with regional and onsite leaders, driving service levels, escalation management, and ongoing team development through

Qualifications

• 8-10 years of Customer Management experience in B2B.
• Experience leading customer-facing teams.
• Experience with contract obligations and delivery management.

Responsibilities

• Build and maintain relationships with current and prospective customers.
• Escalate and coordinate cross-functional actions to resolve issues.
• Ensure proper staffing and performance management for the team.
• Lead managers to achieve service levels and customer satisfaction.
• Coordinate training to develop team capabilities and process knowledge.

Skills

Customer management

Team leadership

Escalation management

Cross-functional collaboration

Communication

Job description

Company Description Optiv Consulting [formerly part of Optiv Security] affiliate company Vobis Astra AI focused on Agentic AI-led Business Transformation helps global enterprises turn their AI ambition into business performance. Both companies are backed by Vobis Ventures, a global technology investment firm focused on next-generation technologies including Cybersecurity and Artificial Intelligence.

Role Description This position is for our Fortune 500 Client and part of the Customer Experience service model. IMMEDIATE JOINERS PREFERRED. The role is responsible for leading a team of Assistant Managers who provide customer support by building relationships with new and existing accounts for the business. The Customer Experience Manager drives success through the leadership of the customer-facing associates within the Customer Experience Organization. The role will focus on customer relationships and retention by ensuring the team of Account Managers provide necessary customer support through efficient deployment of resources and engagement with Region and Onsite departmental leaders.

Experience

8-10 years of Customer Management experience in B2B and responsible for delivery and managing contractual obligations.Experience in Customer facing roles from Hospitality, Aviation and Food Service Industry would be an advantage.

Responsibilities:

• Relationship Building – customer visits, presentations and business reviews with team as needed, maintain relationships with Region and OnSite department leaders, build effective relationships with current/prospective customers, engage with National Sales Leaders
• Escalation of customer actions including leading cross-functional collaboration to resolve issues and challenges
• Resource Management – responsible for ensuring team is properly staffed, account management, executing performance management policies, business planning, escalation point of contact for customer issues, drives collaboration between Region/OnSites
• Leads a team of Managers, and as a team is directly responsible for escalation and achievement of service levels, compliance, customer satisfaction, and issue resolution.
• Team Development – coordinate applicable training to drive success; industry/concept/segment knowledge, internal and external technology solutions, account management, communication, time management, etc.

Abilities and skills:

• Ability to manage and motivate a customer service organization comprised of contract business
• Ability to manage end to end initiatives through challenging deadlines across Sales
• Act as an escalation point for customer challenges through appropriate teams
• Strong communicator both internally and with customer
• Effectively present skills, problem solver and ability to multi-task