Senior Customer Experience Manager

Ovii's Interpretation of the Role

The Senior Customer Experience Manager will act as the trusted technical advisor for a portfolio of enterprise clients, ensuring successful onboarding, integration, adoption and long‑term value on Kapture’s AI‑powered CX platform. The role blends client relationship management, technical troubleshooting and cross‑functional collaboration to drive product adoption and measurable business impact.

Role Snapshot

• Senior‑level client‑facing technical advisor
• Enterprise onboarding & integration lead
• Product adoption & optimization specialist
• Issue diagnosis & escalation owner
• Cross‑functional collaborator (engineering, product, sales, support)
• In‑office (Bengaluru) full‑time role

Must-Have Requirements

• Enterprise client relationship management
• API integration (Postman, cURL)
• Monitoring & logging (Kafka, Grafana, Sentry)
• Problem solving & debugging
• Technical communication
• enterprise client management
• technical onboarding
• product adoption consulting

Nice-to-Have Signals

• CRM platform experience (Salesforce, HubSpot)
• SQL/NoSQL database knowledge
• Chatbot or AI‑driven automation exposure
• Documentation & playbook creation
• CRM platform implementation
• SQL/NoSQL data handling
• chatbot/AI automation exposure

Work Setup

• Location: Bengaluru, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Build and maintain trusted relationships as a technical advisor, translating complex concepts into actionable insights
• Drive feature adoption, run platform health checks and recommend optimization strategies to maximize client ROI
• Lead hands‑on client onboarding and integrations using APIs, JSON payloads, Postman and cURL
• Own technical support and escalations, diagnose issues with logs, Kafka, Grafana and Sentry, and coordinate rapid resolutions
• Create and maintain troubleshooting guides, playbooks and RCAs, feeding feedback into product improvements
• Ensure smooth client experiences, proactively resolve issues and help customers fully leverage the CX platform

Good Fit If You Have

• Enjoys solving complex technical problems in fast‑paced environments
• Comfortable managing multiple enterprise stakeholders
• Proactive, ownership‑mindset toward client success