Assistant Manager - HR & Admin at Splash Math
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Splash Math - Customer Experience Manager (3-6 yrs)
Customer Experience Manager
At Splash Math, customers are our most valued asset. You will monitor and enhance customer experience across all touchpoints, and become - Voice of the Customer- within the Splash Math organization.
You are a great fit if you have genuine passion for customer experience backed by laser-focus on their needs and strong interpersonal skills.
Responsibilities
- Own end-to-end customer experience and ensure successful relationship across the customer journey with Splash Math
- Enhance customer retention through engagement initiatives such as loyalty programs, and online community building on company-owned web platforms, social media, or 3rd party websites
- Conduct quantitative and qualitative surveys to understand the customer needs and satisfaction levels. Use data to prioritize areas of improvement to maximize brand experience
- Create customer advocacy campaigns to connect with the Splash Math fans and channelize their voice to drive brand strength
- Facilitate and monitor online product reviews and endorsements
- Identify Splash Math fans and heavy users, and partner with them to create case studies, webinars, blogs etc.
- Deliver product education and training in form of videos, FAQs, brochures, infographics etc. to existing and potential customers to help them derive maximum value from our product
- Update website and product content to improve brand experience through meaningful messaging
- Measure customer experience across lifecycle stages, geographies and product lines, and generate monthly reports for the management
Qualifications
- UG: Any specialization; MBA preferred
- 3-5 years of brand marketing, customer advocacy with an agency, product or service firm
- Process-oriented with an eye for detail and ability to listen well
- Strong interpersonal skills
- Able to think globally and understand local cultural practices of the people in USA
- Proven experience with account planning and customer success
- Excellent writing skills
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