Injazat Abu Dhabi Jobs 2022 – Apply Online Customer Experience Manager Vacancy in Abu Dhabi, UAE

About InGenius

At InGenius, we understand the importance of #innovation, #entrepreneurship, and #partnership. That’s why we share the risk upfront with our partners and clients by deploying our resources and capital investment, giving you access to a unique team of experts, and orchestrating a unique ecosystem of embedded tech partners, knowledge networks and #startups.

The InGenius Lab is the embodiment of Injazat’s philosophy – a team, a process and a working environment to enable innovation. That is why the company does not see itself as a service provider, but as a transformation partner working with private companies as well as government entities – integrating an ecosystem of vendor partners with niche expertise to create win/win solutions.

As an Customer Experience manager within InGenius, you are:

Responsible for customer success through the management of service delivery initiatives, Implement Service Improvement Plans and provide strong customer relationships across multiple customers grouped in a cluster.

KEY ACCOUNTABILITIES

Day to Day Operations

• Design, build and manage the end to end CX workstream for the entire venture
• Customer Journey Mapping
• Service Design Engineering
• Stakeholder management
• Educate and onboard key stakeholders into this framework (internal and external)
• Lead and inspire team (and stakeholders) on a CX designed framework
• Run workshops to generate tangible outcomes for CX
• Work in and with cross functional teams to deliver innovative CX

Customer Success

• Ensure long term customer relationship management
• Think long term and ensure high customer commitment
• Upsell the need of new product categories and facilitate any demo as required
• Constantly find solution to all the pain points and ensure high customer happiness

Budgets and Plans

• Recommend the budget, and monitor financial performance versus the budget so that the business is aware of forecasted costs and revenues; areas of underperformance are identified and opportunities to improve performance are capitalized upon.

People Development

• Provide coaching to employees and peers to drive knowledge and understanding of the value of Partnerships
• Track individual KPIs to ensure optimum output and delivery efficacy

Continuous Improvement

• Motivate one’s own team and identify opportunities to take part in change initiatives, programs and projects that reflect international best practice and changes in the competitive environment.

Policies, Processes & Procedures

• Recommend improvements to departmental policy and directs the implementation of procedures and controls so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service to customers.

COMMUNICATIONS

Internal

• All Injazat employees and management
• Digital Architects
• Industry Vertical Leads
• Product Teams

External

• Vendors and Suppliers
• Customers/Clients
• Govt / Private sector decision makers, primarily at C- Level

Minimum Qualifications:

• Bachelor’s Degree in computer science, Social Science or Business, or equivalent experience
• 8 + years of success in complex technical engagement management, service delivery management and/or portfolio and program management required
• Extensive experience within related advisory services, management/technology consulting
• ITIL v3 Practitioner or v4 Foundation preferred
• Experience in managing various stakeholder relationships to get consensus on solutions/engagements required