Customer Experience Manager

Emapta Global; Coimbatore District; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Competitive package

Medical life insurance

Emapta benefits

Modern offices

Job summary

Emapta Global is hiring a Customer Experience Manager to strengthen client partnerships, drive business growth, and ensure operational excellence. You will lead client engagements, supervise teams, and collaborate across Growth, Marketing, Recruitment, Finance, and IT to deliver exceptional service and measurable value.

The role offers a long-term global career with mentorship, diverse teams, and a people-first culture in a dynamic BPO/offshoring environment, onsite in India.

Qualifications

• Bachelor's degree or equivalent work experience.
• At least 5 years of experience in Customer Success, Account Management, Service Delivery, or Operations, preferably in a BPO or staffing environment.
• Proven ability to build and maintain strong client relationships using a consultative approach.
• Experience in fast-paced, deadline-driven environments with multiple priorities.
• Experience developing account growth strategies through upselling and cross-selling initiatives.
• Strong people management, mentoring, and coaching skills.
• Excellent verbal, written, and presentation communication skills for cross-functional collaboration.
• Proficiency in Microsoft Office Suite and other business tools.
• Solid understanding of contracts, IT systems, HR policies, procedures, and labor laws.

Responsibilities

• Serve as the primary point of contact for clients to ensure outstanding service and long-term partnerships.
• Build trusted client relationships and identify growth opportunities to improve retention.
• Oversee client requirements and align them with expectations.
• Resolve client requests and escalations promptly to ensure a seamless experience.
• Conduct regular client check-ins and business reviews to reinforce value.
• Collaborate with cross-functional teams to achieve objectives and exceed expectations.
• Lead cross-functional solution development to address client needs and service requests.
• Ensure compliance with contract terms, SLAs, and labor laws.
• Partner with Sales, Recruitment, Finance, IT, and Leadership to drive growth and optimize staffing strategies.
• Identify and drive upsell/cross-sell opportunities across service offerings.
• Manage Statements of Work, contract renewals, and account expansion strategies.

Skills

Customer Success

Account Management

Relationship Building

Upselling & Cross-selling

People Management

Presentation & Communication

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Build Lasting Client Partnerships That Drive Global Business Growth

At Emapta, we're redefining what it means to build a global career. As a leading outsourcing and offshoring partner, we connect exceptional talent with world-class companies worldwide-without compromising on culture, growth, or employee experience. Here, you're more than just part of a team-you're part of a people-first organization that values innovation, collaboration, and impact. Join Emapta and build a meaningful career where your contributions truly make a difference on a global scale.

Job Description

Strong client relationships create stronger businesses. The Customer Experience Manager plays a strategic role in driving customer satisfaction, business growth, and operational excellence by leading client partnerships, strengthening workforce engagement, and delivering exceptional service experiences. This opportunity offers a long-term global career for top-performing professionals who thrive in dynamic environments, influence business outcomes, and create lasting value for clients, employees, and the organization.

Snapshot

• Employment Type: Full-time
• Work Setup: Onsite, India
• Competitive package
• Medical life insurance
• Standard government and Emapta benefits
• Well-equipped, modern, and accessible offices
• Mentorship and exposure to global leaders and teams
• Diverse, inclusive, and supportive culture
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)

Qualifications

• Bachelor's degree (BS or BA) or equivalent work experience
• At least 5 years of experience in Customer Success, Account Management, Service Delivery, and/or Operations, preferably in a BPO or staffing environment
• Proven ability to build and maintain strong client relationships using a consultative, relationship-driven approach
• Demonstrated success delivering results in fast-paced, deadline-driven environments while managing multiple priorities
• Experience developing account growth strategies through upselling and cross-selling initiatives
• Strong people management skills with experience mentoring, coaching, and developing teams
• Excellent verbal, written, and presentation communication skills, with the ability to engage effectively across phone, email, and in-person interactions
• Strong analytical, problem-solving, and decision-making skills, with keen attention to detail
• Proficiency in Microsoft Office Suite and other relevant business tools
• Solid understanding of legal contracts, IT systems, HR policies, procedures, and labor laws
• Ability to build cross-functional relationships, influence key stakeholders, and translate business value into measurable customer outcomes
• Highly adaptable with a strong work ethic, team-first mindset, and innovative problem-solving approach

Responsibilities

Client Management

• Serve as the primary point of contact for clients, ensuring outstanding service, satisfaction, and long-term partnerships
• Build trusted client relationships by fostering engagement and identifying growth opportunities to improve retention
• Oversee client requirements by assessing, clarifying, validating, and aligning customer needs with expectations
• Resolve client requests, concerns, and escalations promptly to ensure a seamless customer experience
• Conduct regular client check-ins, business reviews, and performance assessments to reinforce service value and drive continuous improvement
• Collaborate with Growth, Marketing, Recruitment, Finance, People & Culture, IT, Customer Enablement, and Executive Leadership to achieve business objectives and exceed client expectations
• Lead cross-functional solution development to address client needs, escalations, and service requests
• Ensure compliance with contract terms, service level agreements (SLAs), and labor laws

People Management & Development

• Partner with Sales and Recruitment teams to match clients with the best talent for their business needs
• Provide industry insights and workforce trends to help clients optimize staffing strategies
• Monitor client staff performance, engagement, and job satisfaction through regular check-ins, ticket resolution tracking, and feedback sessions
• Manage escalations involving employee performance, workplace conflicts, and operational challenges
• Address and resolve client and employee concerns to improve retention and job satisfaction
• Recommend performance management, employee engagement, and retention strategies
• Ensure staffing placements comply with contractual agreements, legal requirements, and company policies
• Lead administrative operations to support efficient business execution
• Foster a positive, motivating, and results-driven work environment

Growth

• Identify and drive upselling and cross-selling opportunities across Emapta's service offerings to maximize client value
• Manage Statements of Work (SOWs), contract renewals, and account expansion strategies to support profitable growth

Reporting & Data Insights

• Own reporting deliverables, including seat utilization reports, client invoicing, and operational performance documentation
• Partner with internal and external stakeholders to develop accurate reports and workforce analytics
• Communicate trends, insights, and strategic recommendations to improve operational performance and client success

Stakeholder Management

• Build strong relationships with internal and external stakeholders to enhance customer satisfaction and workforce performance
• Serve as the liaison between Account Management and broader Emapta operations while supporting process improvement initiatives across global regions
• Maintain proactive communication with stakeholders regarding operational updates, best practices, and performance metrics

Process Optimization & Additional Responsibilities

• Lead and implement process improvement initiatives to enhance the efficiency, scalability, and effectiveness of client service delivery
• Optimize workflows to improve operational efficiency and customer experience
• Perform other duties as assigned in support of business objectives

Join the Top 1% Talent. A Better Career. A Better Life.

Join us at Emapta, and let your professional journey flourish in the heart of India's vibrant culture!

Recognized as one of Asia's rising tech and outsourcing destinations, we offer a wealth of opportunities to showcase your talent to the world. At Emapta, we connect you with global clients, giving you international exposure without leaving the comfort of your home country. With over 1,200 international clients and a decade of proven success, we provide a strong foundation for your career growth. Here, innovation, collaboration, and continuous learning are part of everyday life, and work-life balance is more than just a promise-it's a reality.