Associate Director Customer Experience

Kapture; Delhi; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive compensation

Performance-linked rewards

Growth opportunities in a global SaaS organization

Job summary

Kapture is looking for an Associate Director- Customer Experience in Delhi to manage the technical success of enterprise clients. You will build relationships, drive adoption, and solve complex challenges while ensuring smooth client experiences.

Required: 5-7 years of experience in a client-facing role. Strong technical problem-solving skills and proficiency with tools like Kafka and Grafana. Competitive compensation and growth opportunities available.

Qualifications

• 5–7 years of experience managing enterprise client relationships.
• Experience driving product adoption and consulting on best practices.
• Ability to diagnose technical issues using logs and monitoring tools.

Responsibilities

• Build strong relationships and provide technical advisement to clients.
• Proactively drive feature adoption and conduct platform health checks.
• Lead onboarding and integrations working with APIs and tools.
• Own and troubleshoot technical support issues efficiently.
• Document issues and contribute to product improvements.

Skills

Technical problem-solving

Client relationship management

Proficiency with Kafka

Understanding of APIs

Tools

Postman

Grafana

Sentry

Job description

Who are we?

Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations. Over a thousand clients across 18 countries have used Kapture’s products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, Bigbasket, Meesho, Airtel Payments Bank and Cathay Pacific. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.

Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.

What is this role all about?

As a Associate Director- Customer Experience you become the trusted technical advisor for our clients and own the technical success of a portfolio of enterprise customers. You ensure customers successfully onboard, integrate, adopt and scale on Kapture’s platform while proactively solving complex technical challenges and driving long-term value.

Here’s a more detailed description of what you will do in this role:

• Build strong, trusted client relationships by acting as a technical advisor and advocate, translating complex concepts into clear, actionable insights.
• Proactively drive adoption of features, identify optimization opportunities, conduct platform health checks, and recommend technical strategies & best practices to help clients maximize ROI and achieve business objectives.
• Lead client onboarding and integrations, working hands‑on with APIs, JSON payloads, and tools like Postman and cURL to ensure seamless adoption.
• Own technical support and escalations, diagnosing issues using logs, Kafka, Grafana, Sentry, and collaborating closely with engineering and product teams to drive fast resolutions.
• Document issues, build playbooks, resolutions, troubleshooting guides and RCAs while sharing feedback and insights to influence product improvements and best practices.

Delhi - based role. We work five days a week from the office, as we believe in‑person interactions fuel innovation and agility.

What does success look like in this role?

You consistently deliver smooth client experiences, drive product adoption, manage relationships, resolve issues before they escalate, and help customers fully leverage Kapture’s platform to achieve measurable business impact.

What would make you a good fit for this role?

Here are the basic requirements:

• 5‑7 years of experience working directly with enterprise clients, understanding their requirements and managing multiple stakeholders.
• Drive product adoption, consult on best practices and onboard/train users – leading to value realization and retention.
• Collaborate effectively with engineering, product, sales, and support teams – be the customer’s voice and champion within the organization.
• Enjoy solving complex technical problems, scoping and delivering enhancements in fast‑paced environments.

What are the most critical skills for this role?

• Take ownership and think proactively about client success and platform adoption & optimization.
• Strong problem‑solving and debugging mindset – inspecting logs, tracing errors and identifying root causes quickly.
• Proficiency with modern tech stacks and monitoring tools like Kafka, Grafana and Sentry (or similar).
• Communicate technical concepts clearly and in a structured manner to both technical and non‑technical stakeholders.

You will have an advantage if you:

• Have prior experience working with CRM platforms like Salesforce or HubSpot.
• Are comfortable working with SQL/NoSQL databases and understanding data flows.
• Have exposure to chatbot technologies or AI-driven automation platforms.
• Enjoy developing clear documentation, troubleshooting guides and RCAs.

Why should you be interested?

Here’s what you will gain from this role:

• An opportunity to work at the intersection of technology, clients, and business impact. Strong leadership growth path across multiple functions.
• Chance to work with the biggest brands and top leaders.
• Hands‑on exposure to large‑scale CX automation and AI‑powered platforms.
• Collaboration with highly skilled product, engineering, and customer success teams.
• Strong growth opportunities in a fast-scaling global SaaS organization, along with competitive compensation and performance-linked rewards.