Exceptional Customer Experiences Across the BPO Services Industry

Strong client partnerships create lasting opportunities for people and businesses. The Customer Experience Manager strengthens service delivery, develops teams, and expands account value across the BPO services industry. Connect customer needs with practical solutions while gaining international exposure and leadership growth. Through Emapta, top 1% talent can pursue a long-term career with meaningful impact and weekends off for personal priorities.

Your Career Snapshot

- Employment Type: Full-time
- Work Setup: Onsite, RS Puram, Coimbatore, Tamil Nadu, India
- Shift: Flexible Shift, Weekends Off

Exciting Perks Await!

- 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/)

The Qualifications We Seek

- Bachelor's degree (BS or BA) or equivalent work experience
- At least 5 years of experience in Customer Success, Account Management, Service Delivery, or Operations, preferably in a BPO or staffing environment
- Proven ability to build and maintain strong client relationships through a consultative approach
- Demonstrated success achieving 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, including mentoring, coaching, and developing teams
- Excellent verbal, written, and presentation skills across phone, email, and in-person interactions
- Sound 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 and procedures, and labor laws




- Capability to collaborate across functions, influence key stakeholders, and translate business value into measurable customer outcomes
- Adaptability, a solid work ethic, and a team-first mindset

Your Daily Tasks

Client Management

- Serve as the primary point of contact for clients, building trusted relationships that support outstanding service, satisfaction, retention, and long-term partnerships.
- Assess, clarify, and validate client requirements to align service delivery with customer needs and expectations.
- Resolve client requests, concerns, and escalations promptly, coordinating cross-functional solutions as needed.
- Conduct regular client check-ins, business reviews, and performance assessments to reinforce service value and identify improvement opportunities.
- Collaborate with Growth, Marketing, Recruitment, Finance, People & Culture, IT, Customer Enablement, and Executive Leadership to achieve business objectives and exceed client expectations.
- Ensure compliance with contract terms, service level agreements (SLAs), and applicable labor laws.

People Management & Development

- Partner with Sales and Recruitment teams to match clients with suitable talent and provide industry insights and workforce trends to optimize staffing strategies.
- Monitor client staff performance, engagement, and job satisfaction through regular check-ins, ticket resolution tracking, and feedback sessions.
- Resolve employee concerns and escalations involving performance, workplace conflicts, and operational challenges.
- 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 effective business execution.
- Foster a positive, motivating, and results-oriented work environment.

Growth

- Identify and pursue 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

- Manage 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

- Serve as the liaison between Account Management and broader Emapta operations, maintaining strong stakeholder relationships across international regions.
- Provide proactive updates on operational developments, best practices, and performance metrics to support stakeholder alignment.

Process Optimization & Additional Responsibilities

- Lead process improvement initiatives and optimize workflows to enhance the efficiency, scalability, and effectiveness of client service delivery.
- Perform other duties as assigned to support 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

📌 Customer Experience Manager (Coimbatore)
🏢 Emapta Global
📍 Coimbatore