Job Description
This role is responsible for leading the successful deployment and integration of a Customer Experience Management (CXM) platform.
Duties and Responsibilities
* Lead the end-to-end implementation of solutions across social media management, customer care, marketing, and listening.
* Partner with clients to understand their business needs and translate them into scalable and effective configurations.
* Customize and configure modules such as Publishing, Engagement, Care, Listening, Reporting, and Governance.
* Conduct discovery sessions, requirement-gathering workshops, and training sessions for client stakeholders.
* Ensure seamless data integration with client systems including CRMs, analytics tools, and customer support platforms.
* Collaborate closely with internal teams to address complex technical issues and deliver high-quality solutions.
* Provide post-implementation support and ongoing optimization guidance.