Assistant Manager - Customer Experience

GreyOrange, Inc.; Gurugram District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

GreyOrange, Inc. is seeking a Customer Experience Leader to oversee a portfolio of enterprise accounts. You will manage day-to-day interactions, drive post-go-live value, and coordinate cross-functional teams to optimize warehouse automation solutions.

You will lead business reviews, monitor performance, and champion customer success initiatives. You will also mentor junior CEMs, coordinate peak readiness, and ensure SLAs and CHI scores are maintained across your accounts, while collaborating

Qualifications

• Experience with enterprise-level clients and 24/7 operations
• 5-7 years in CS, PM, or related roles in SaaS/Robotics
• Proficiency in data visualization for executive storytelling
• Familiarity with AWS/Azure, databases, and API integrations
• Strong communication and stakeholder management
• Experience coaching or leading junior colleagues
• Able to travel US; US visa preferred

Responsibilities

• Manage customer engagements and escalations across multiple accounts
• Lead business reviews (MBR, QBR, EBR) with stakeholders
• Coordinate peak readiness and cross-functional escalations
• Track and report system performance and CHI score
• Collaborate with Product, Solution Architecture, and QA teams
• Mentor junior CEMs and contribute to playbooks

Skills

Enterprise client mgmt

Stakeholder management

Data visualization

Cloud familiarity

SQL analytics

Cross-functional collaboration

Project management

Mentoring

Tools

Grafana

Power BI

SQL

Job description

Job Description:

Customer Experience Team

The Customer Experience team plays a critical role in ensuring the successful adoption and ongoing performance of GreyOrange’s warehouse automation solutions. Acting as the primary bridge between customers and internal teams, the CEM function drives solution optimization, handles operational escalations, ensures SLA adherence, and delivers a seamless post-go-live experience. The team focuses on maximizing customer satisfaction, system uptime, and business value through proactive support, data-driven insights, and continuous engagement.

Key Responsibilities

Customer Engagement & Communication

• Manage day-to-day customer interactions, ensuring clear and consistent communication across all touchpoints
• Handle escalations promptly and professionally, ensuring quick issue resolution and customer satisfaction
• Conduct periodic business reviews (MBR, QBR, EBR) and ensure stakeholder alignment
• Lead daily and weekly performance reviews with high-level stakeholders. Assist and ensure success of monthly and quarterly business reviews.
• Act as the lead coordinator to address customers prioritized hot topics
• Own crisis coordination for any severity-1 incident within your personal account portfolio, escalating only for true exceptions

Solution Performance & Optimization

• Understand solution configurations and optimize them for operational and technical performance
• Support planning for peak periods, including volume forecasting, resource planning, and system readiness
• Track and report system performance metrics (hardware/software uptime, throughput, order accuracy)
• Own performance governance for a personal portfolio of 4-6 complex, high-stakes accounts (multi-site, high 24/7-criticality, or highly technical configurations), often including a peak-critical account
• Coordinate peak readiness and cross-functional escalations across more than one account, supporting peer Customer Experience Managers when needed

Data & Reporting

• Use basic SQL and tools like Grafana and Power BI to analyze performance data and generate insights
• Monitor dashboards for real-time system visibility and performance tracking
• Own operational reporting and performance metric updates for internal and external stakeholders
• Maintain a Customer Happiness Index (CHI) score above 7 across your personal account book, or maintain a credible, documented improvement plan where it is not

Customer Success & Process Improvement

• Drive customer success metrics such as CSAT, NPS, and AMC renewals
• Identify and implement initiatives to improve customer onboarding, adoption, and satisfaction
• Document lessons learned, best practices, and enablement content for continuous improvement
• Contribute at least one improvement per year to a shared template or playbook (e.g., Joint Success Plan, Path to Green, onboarding playbook) used by the wider Customer Experience team

Collaboration & Upgrades

• Work closely with Product, Solution Architecture, Support, and Program Management to deliver software enhancements and new features
• Plan and coordinate system upgrades, patch deployments, and feature rollouts
• Align with customers on change requests, scope, and delivery timelines.
• Engage CloudOps, SRE, and QA teams credibly on complex technical detail for high-stakes, multi-site accounts

Team Leadership & Mentorship

• Serve as an informal quality reviewer and sounding board for peers’ Joint Success Plans (JSPs), Root Cause Analyses (RCAs), and health-check decks leading through expertise, not formal authority
• Provide coaching and informal mentorship to junior Customer Experience Managers (CEM I/II) across the team

Key Performance Indicators (KPIs)

• Adherence to Software & Hardware uptime greater than 98%
• Ensuring higher MTBF and lower MTTR
• Operational KPIs such as order fulfilment speed & accuracy greater than 99% and Inventory Management
• SLA-based issue resolution and escalation turnaround
• Customer satisfaction and NPS scores
• AMC renewal rate and service utilization
• Accuracy and timeliness of reporting and dashboard updates
• Customer Happiness Index (CHI) score greater than 7 across personal account portfolio
• At least one shared template or playbook improvement contributed per year
• Successful coordination of peak readiness across personal portfolio and at least one peer account

Required Qualifications

• A proven track record managing enterprise-level clients with high-stakes, 24/7 operational requirements, or deep warehouse-operations management experience
• 5-7 years of experience in Customer Success, Customer Facing roles, Consulting, Technical Project Management, Solutions Design, Warehouse Operations or Account Management within the SaaS, Robotics, or Industrial Automation sectors
• Proficiency in data visualization tools to turn raw logs into executive-level performance stories
• Familiarity with cloud infrastructure (AWS/Azure), database management, and API-driven integrations.
• Strong communication and stakeholder management skills
• Familiarity with SQL and analytics platforms (e.g., Grafana, Power BI)
• Understanding of customer success metrics: CSAT, NPS, renewals
• Experience in warehouse automation, robotics, or supply chain preferred
• Ability to thrive in a fast-paced, cross-functional environment
• Strong project management skills to manage multiple cross functional initiatives in parallel
• Demonstrated ability to coach, mentor, or informally lead junior colleagues; experience managing 2-3 direct reports is a plus.
• A valid US visa with the ability to travel for US customer engagements is preferred and highly advantageous.