Customer Experience Manager

Customer Experience Manager/Associate Job Description: We’re on the hunt for a proactive, sharp, and customer-obsessed Customer Experience Associate/Manager to join our squad. In this role, you’ll be more than just a point of contact—you’ll be a strategic partner for our enterprise clients, guiding them through product queries, delivering smooth solutions, and spotting opportunities to make their experience even better. You’ll be at the heart of shaping the product, turning client feedback into meaningful improvements, and teaming up with cross-functional squads to drive real impact. If you love cracking complex problems, building strong client relationships, and influencing product direction—all while creating wow-worthy client experiences—this is your stage What's In It For You? (Growth and Impact) Direct Product Influence & Innovation Be the Client-Product Bridge: Work closely with Product and Tech teams, acting as the critical link between clients and our platform's working. Impact the Pioneer Product: Directly influence the evolution of GoComet, a pioneer product in the industry, and contribute to improving global supply chain processes. Hands-On Industry Mastery Front-Row Experience: Collaborate directly with enterprise clients and tackle real-world operational challenges through our product. Practical Expertise: Build deep, hands-on knowledge of supply chain logistics and understand the inner workings of a high-growth platform. Accelerated Career Path Cross-Functional Exposure: Work closely across Product, Tech, and Operations to broaden your skills and perspective. Defined Growth: Clear path available for growth into managerial roles (e.g., Enterprise Experience Manager, Customer Success & Implementation, or Product Operations KRA : 1. Strategic Client Engagement, Resolution, and Product Influence Expert Query Management and Resolution: Expertly manage and resolve incoming client product queries, including real-time user interactions, ensuring all issues are addressed to user satisfaction and within SLA timelines. Primary Product Advocate: Serve as the critical bridge and primary channel for client feedback, identifying operational pain points and communicating improvement opportunities directly to the Product and Tech teams. Quality Assurance & Tracking: Proactively identify, report, and track technical issues (bugs) raised by users, ensuring timely investigation, resolution, and providing continuous updates to the client. Direct Platform Influence: Directly influence the platform's development and product strategy by escalating both systemic and independent client feedback for core feature and process consideration.  2. Post-Implementation Ownership & Process Mastery for Complex accounts: Client Process Integration and Mastery: Following successful implementation/onboarding of the Enterprise clients on the platform by the Implementation team, proactively take ownership of mastering specific client workflows. This includes understanding their detailed interaction points with the GoComet platform, custom configurations, and system integrations. Knowledge Transfer and Retention: Work closely with the Implementation team during the client handover period, shadowing their processes and proactively converting open questions into useful knowledge. Documentation and Internal Enablement: Maintain robust internal documentation on client-specific workflows, configurations, and integrations to ensure efficient knowledge retention and seamless cross-functional coverage. 3. Operational Efficiency & Process Streamlining Process Analysis and Optimization: Proactively analyze recurring client queries and issues to identify root causes and systemic problems, working towards permanently resolving them. Strategic Streamlining: Work towards streamlining client processes and optimizing their interaction with the platform, making their daily work more efficient and effective Skills & Qualifications Mandatory (The Essentials): Clear and effective communicator, both written and verbal. Strong problem-solving and analytical mindset. Ability to manage multiple clients and priorities simultaneously. Collaborative and able to work across teams seamlessly. Proactive, detail-oriented, and solution-driven. Preferred (The Edge): Experience with reporting and basic data analysis (Excel/Google Sheets). Ability to create tutorials, walkthroughs, or simple video guides. Familiarity with AI tools for efficiency. Comfortable leveraging AI tools to boost efficiency. Why GoComet? GoComet is a dynamic SaaS start-up that provides AI-powered transportation visibility solutions to revolutionize the trillion-dollar logistics sector. At GoComet, we are revolutionizing the logistics sector one day at a time, and every team member is committed to making it a reality. We're seeking individuals who embody our core values, character, and attitude. While we recognize that skills can be developed with the right mindset and learnability, we prioritize those who share our philosophy. Our recruitment processes reflect this belief. Look no further if you're looking for a diverse, talented, and vibrant workplace that recognizes and rewards hard work. We're ambitious, fast-paced, and unafraid to experiment, fail, learn, and ultimately succeed. This is us! Join our team if you share our culture and values. We're an equal-opportunity employer. We welcome qualified applicants from all races, colors, religions, sexes, nationalities, sexual orientations, gender identities, and abilities. We are hiring for multiple positions. For any queries, feel free to write to careers@gocomet.com Know more about us: www.gocomet.com https://www.youtube.com/watch?v=YxGt9ZCkaA8 https://youtu.be/jv9cAsgenSE https://www.youtube.com/watch?v=Er0dHqxaaXc https://youtu.be/0ql1eCVhiW A