Team-lead Client Experience

Quantum Leap Learning Solutions Pvt Ltd; Bengaluru Urban; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Quantum Leap Learning Solutions Pvt Ltd in Bengaluru is seeking a Client Experience leader to build and own end-to-end client experience processes, SOPs and service standards from scratch. You will mentor the CX team, define KRAs/KPIs, and manage onboarding, engagement and product adoption, ensuring high CSAT and strong client relationships.

The role emphasizes ownership, accountability and performance discipline to drive client success in a fast-paced learning solutions company.

Responsibilities

• Build and establish Client Experience processes, SOPs, workflows and service standards from scratch.
• Lead, mentor and manage the Client Experience team, ensuring strong ownership, accountability and performance discipline.
• Define and track KRAs, KPIs and performance scorecards for the team.
• Conduct regular 1:1s, performance reviews, coaching sessions and appraisal cycles.
• Own client onboarding, engagement, product adoption and ongoing client experience.
• Monitor CSAT, TAT, resolution rates, adoption and client engagement and drive

Job description

• Build and establish Client Experience processes, SOPs, workflows and service standards from scratch.
• Lead, mentor and manage the Client Experience team, ensuring strong ownership, accountability and performance discipline.
• Define and track KRAs, KPIs and performance scorecards for the team.
• Conduct regular 1:1s, performance reviews, coaching sessions and appraisal cycles.
• Own client onboarding, engagement, product adoption and ongoing client experience.
• Monitor CSAT, TAT, resolution rates, adoption and client engagement and drive