Associate Director Customer Experience

Role Overview: As an Associate Director- Customer Experience at Kapture CX, you will serve as the trusted technical advisor for enterprise clients and be responsible for ensuring their successful onboarding, integration, adoption, and scalability on Kapture's platform. Your role will involve proactively addressing complex technical challenges and driving long-term value for the clients. Key Responsibilities: - Build strong and trusted client relationships by acting as a technical advisor and advocate, translating complex concepts into clear, actionable insights. - Drive adoption of features, identify optimization opportunities, conduct platform health checks, and recommend technical strategies & best practices to help clients maximize ROI and achieve business objectives. - Lead client onboarding and integrations, working hands-on with APIs, JSON payloads, and tools like Postman and cURL to ensure seamless adoption. - Own technical support and escalations, diagnosing issues using logs, Kafka, Grafana, Sentry, and collaborating closely with engineering and product teams to drive fast resolutions. - Document issues, build playbooks, resolutions, troubleshooting guides and RCAs while sharing feedback and insights to influence product improvements and best practices. Qualifications Required: - 5-7 years of experience working directly with enterprise clients, understanding their requirements, and managing multiple stakeholders. - Ability to drive product adoption, consult on best practices, and onboard/train users leading to value realization and retention. - Proficiency with modern tech stacks and monitoring tools like Kafka, Grafana, and Sentry (or similar). - Strong problem-solving and debugging skills, along with the ability to communicate technical concepts clearly to both technical and non-technical stakeholders. Additional Details about the Company: Kapture CX is a leading SaaS platform headquartered in Bangalore, with offices in Mumbai, Delhi/NCR, USA, UAE, Singapore, Philippines, and Indonesia. The company partners with enterprises across industries to provide scalable automation and insight-driven efficiencies to their customer experience operations. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation, helping over a thousand clients across 18 countries enhance their customer experience. Role Overview: As an Associate Director- Customer Experience at Kapture CX, you will serve as the trusted technical advisor for enterprise clients and be responsible for ensuring their successful onboarding, integration, adoption, and scalability on Kapture's platform. Your role will involve proactively addressing complex technical challenges and driving long-term value for the clients. Key Responsibilities: - Build strong and trusted client relationships by acting as a technical advisor and advocate, translating complex concepts into clear, actionable insights. - Drive adoption of features, identify optimization opportunities, conduct platform health checks, and recommend technical strategies & best practices to help clients maximize ROI and achieve business objectives. - Lead client onboarding and integrations, working hands-on with APIs, JSON payloads, and tools like Postman and cURL to ensure seamless adoption. - Own technical support and escalations, diagnosing issues using logs, Kafka, Grafana, Sentry, and collaborating closely with engineering and product teams to drive fast resolutions. - Document issues, build playbooks, resolutions, troubleshooting guides and RCAs while sharing feedback and insights to influence product improvements and best practices. Qualifications Required: - 5-7 years of experience working directly with enterprise clients, understanding their requirements, and managing multiple stakeholders. - Ability to drive product adoption, consult on best practices, and onboard/train users leading to value realization and retention. - Proficiency with modern tech stacks and monitoring tools like Kafka, Grafana, and Sentry (or similar). - Strong problem-solving and debugging skills, along with the ability to communicate technical concepts clearly to both technical and non-technical stakeholders. Additional Details about the Company: Kapture CX is a leading SaaS platform headquartered in Bangalore, with offices in Mumbai, Delhi/NCR, USA, UAE, Singapore, Philippines, and Indonesia. The company partners with enterprises across industries to provide scalable automation and insight-driven efficiencies to their customer experience operations. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation, helping over a thousand clients across 18 countries enhance their customer experience.