Customer Experience Executive/ Analyst

Adfactors PR is Hiring!! Excited! || Role: Customer Experience Executive/ Analyst

Location: Delhi

About the Role

Join a fast-growing AI-led platform within one of India’s most established communications firms. This role sits at the intersection of client success, analytics, and product adoption, where you will drive engagement, deliver impactful trainings, and act as the voice of the user within the organization.

You’ll work closely with diverse teams across industries, helping them unlock the full value of a cutting-edge Generative AI-powered media intelligence platform.

Key Responsibilities

1. Training & Enablement

• Deliver engaging training sessions and workshops for users across teams and locations
• Simplify complex product features into easy-to-understand use cases
• Confidently lead group sessions with strong presentation and facilitation skills
• Adapt training style based on audience (junior teams to senior stakeholders)

2. User Analytics & Adoption

• Track and analyze platform usage to derive actionable insights
• Monitor key KPIs such as:
• Active users
• Reports/dossiers generated
• Feature adoption (e.g., Excel downloads, search usage)
• Recommend and execute strategies to improve engagement and drive adoption

3. Relationship Management

• Build and manage relationships with users across SBUs and geographies
• Act as the first point of contact for user queries, feedback, and issue resolution
• Proactively gather insights on user sentiment and platform perception
• Ensure users feel heard by closing the feedback loop with actionable improvements

4. Decision-Making & Issue Management

• Handle platform-related issues with speed, clarity, and ownership
• Communicate effectively during disruptions-sharing relevant updates without overloading users
• Coordinate with product and tech teams to ensure timely resolution
• Manage user expectations, especially in high-pressure or unrealistic request scenarios

5. Communication & Stakeholder Alignment

• Drive consistent and structured communication via emails, dashboards, and internal updates
• Tailor communication based on audience (e.g., Pharma, BFSI, IPO teams)
• Translate user needs into actionable inputs for tech/product teams
• Ensure alignment between user expectations and product roadmap priorities

6. Research & Current Affairs Awareness

• Stay updated on key developments across industries (BFSI, Pharma, Automotive, etc.)
• Leverage current affairs and trends to recommend relevant platform use cases
• Conduct keyword and query research for effective media/social listening
• Optimize search strategies based on platform capabilities and limitations

7. Reliability & Ownership

• Demonstrate high accountability in managing user requests across timelines
• Be dependable in handling urgent or off-hour requests when required
• Ensure continuity by coordinating with team members when unavailable
• Take ownership of tasks end-to-end with a problem-solving mindset

What We’re Looking For

• 1-3 years of experience in Customer Success, Client Servicing, Training, or similar roles
• Strong communication skills (preferred: bilingual proficiency)
• High confidence in public speaking and group facilitation
• Analytical mindset with proficiency in MS Excel and data interpretation
• Comfort with technology; exposure to AI tools / Generative AI is a strong plus
• Ability to multitask, prioritize, and make quick, effective decisions
• Strong interpersonal skills with a user-first approach

Why Join Us

• Work at the intersection of AI, media intelligence, and client experience
• Exposure to 400+ clients across industries
• Fast-paced learning in a high-impact, high-visibility role
• Opportunity to shape product adoption and user experience at scale

Interested candidates can reach out to me at [email protected]