Leads customer experience growth through RFPs, proposals, deal shaping, account mining, and integrated UX, UI, and mobile solutions. Serves as the primary CX customer interface, presents digital transformation capabilities, builds senior stakeholder relationships, and supports delivery governance. Oversees engagement health, KPIs, customer satisfaction, escalations, solution alignment, estimation, and cross-functional coordination across sales, delivery, and practice teams. Also partners on data governance and emerging AI/ML and data architecture solutions.
Job Title CX Engagement Manager Location (s) Cochin Years of Experience 13-15years Job Description
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- Role: CX Engagement Manager
- Role Purpose
- Drive CX-led growth and engagement by owning RFPs, deal shaping, and account mining, while acting as the primary CX interface to customers and providing governance support to delivery. The role ensures integrated CX solutions through close collaboration with UI, UX, and Mobile Practice Leads.
- ________________________________________
- Key Responsibilities
- 1. Growth & Pre-Sales
- • Own end-to-end RFP / RFI / proposal responses
- • Lead deal shaping with Sales, Region Heads, and Account Executives
- • Co-create integrated CX solutions with UX, UI, and Mobile Practice Leads
- • Drive account mining and pipeline growth within existing accounts
- 2. Client Engagement
- • Act as L1 CX front-end for customers and build senior stakeholder relationships
- • Position experience-led digital transformation solutions
- • Conduct capability demonstrations and technical presentations to customers, showcasing the Software Practice division’s strengths and solutions.
- • Present a unified CX narrative by aligning UX, UI, and Mobile perspectives
- 3. Delivery Oversight
- • Provide management support to CX engagements in accounts
- • Maintain strong communication with customers to gather feedback, address concerns, and drive continuous improvement in service offerings.
- • Monitor performance, track KPIs, and ensure high levels of customer satisfaction.
- • Align delivery with proposed solution across UX, UI, and Mobile streams
- • Support governance, escalations, and engagement health tracking
- 4. Program Management
- • Lead/oversee:
- o Estimation and solution sizing (with practice
- • Act as the integration layer across CX sub-practices (UX, UI, Mobile)
- • Drive cross-functional alignment across Sales, Delivery, and Practice teams
- • Collaboration: Effectiveness with UX/UI/Mobile Practice Leads
- • Execution: Quality of solutions, governance effectivenessWork with data governance specialists to implement and enforce data policies and standards.
- Stay current with emerging trends and technologies in data architecture and AI/ML, bringing innovative solutions to clients.
Role & Responsibilities
Technical Qualifications
At IBS Software, you can look forward to:
- Gaining deep domain expertise in the (TTL) Travel, Transportation & Logistics domain
- Working with the latest technologies & cutting edge tools to redefine the travel sector
- Enjoying the many benefits of a stable SaaS based product company
- Partnering with some of the biggest airlines, busiest airports, top tour & cruise providers, well known hotel chains, and large energy companies to augment their mission-critical operations
- A diverse, global work culture with some of the brightest minds in the industry
- A competitive benefits package, flexible work life polices, transparent rewards & recognitions, continuous learning and development, medical benefits, and fun at work policies.
Equal Employment Opportunity Statement
IBS Software is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran’s status or any other characteristic protected by law.
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