Website:
emapta.com
Job details:
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
- Shift: Flexible Shift, Weekends Off
Benefits
- Competitive package
- Medical life insurance
- Standard government and Emapta benefits
- Well-equipped, modern, and accessible offices
- Employee engagement initiatives
- Mentorship and exposure to global leaders and teams
- Diverse, inclusive, and supportive culture
- Transparent performance management
- 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.
#EmaptaEra #EmaptaIndia
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