SPECIALIST/ANALYST, CLIENT EXPERIENCE
Ensono is on a mission to set the standards for industry-leading experiences as a Managed Service Provider. The Client Experience team is responsible for understanding our clients’ journeys, measuring the experience end-to-end, and driving accountability to act. We are proud to be a collective of high performers that see no borders, move at a fast pace, and champion necessary change when we see it. We succeed when our clients succeed.
We are hiring a specialist/analyst to execute and support initiatives that enable best-in-class client experiences. Your clients are both internal and external. You identify needs, design solutions, execute, and measure client experience processes and initiatives. The role requires strategic thinking and working cross-functionally to deliver outcomes through supporting teams.
The Client Experience Specialist/Analyst will be responsible for the following:
- Provide service support and manage the processes for the Client Success Managers.
- Prioritize work based on the account needs and follow-up with internal stakeholders on action items in a timely manner
- Coordinate with Client Success Managers and other internal stakeholders to solve challenges in support of the organization requirements. (Billing Reconciliation as an example)
- Coordinate internally across Ensono with cross-functional teams such as Sales, Technical Operations, Solution Architecture, and Program/Project Management
- Track, analyze, and report on key client experience metrics (CSAT as an example)
- Create standardized SOPs/Process Maps/documents and update them regularly.
- Coordination and tracking of internal actions and deliverables
All Client Experience team members should possess extraordinary interpersonal and communication skills and be committed to demonstrating strong leadership within Ensono. They need to be highly motivated, organized, and confident to interact with various levels of stakeholders across the company. Each Client Experience team member should also be proficient in the following:
- Working with cross-functional activities
- Project management and measurement skills including excellent follow through and time management
- Showcasing strategic thinking and expertise by demonstrating superior writing capabilities and versatility
- Ability to grasp complex topics, understand broader business and policy context, and capability to translate background material into clear, accessible, and eloquent language
- Introducing new ideas and opportunities without instruction to do so
- Ability to create PowerPoint and Excel documents that tell a meaningful story through data
Additional qualifications would include but not be limited to:
- 5+ years of experience or more in client focused roles such as client services, consulting, vendor operations, or Business Operations
- Experience in the MS-Suite of tools with advanced Excel
- Experience with Data Analytics
Primary Location City/State:
Chennai, IN, Tamil Nadu
Additional Locations (if applicable):