Ashutosh Kumar

Customer Experience Manager @GreyOrange

Gurugram, IN

I manage all client communications, ensuring clarity and consistency across touchpoints. I address and resolve escalations to uphold a superior customer experience and strengthen client trust. I facilitate and lead cross-functional discussions with sales, product, solutions, and support teams to align customer experience strategies with the complex requirements of the logistics and warehouse automation industry. My responsibilities also include utilizing SQL and business intelligence tools to analyze customer data, generating actionable insights that inform strategic decisions. I oversee key customer experience indicators and design targeted initiatives that improve critical customer success metrics.Achievements- Spearheaded the development of customer success programs that significantly improved CSAT and NPS scores- Led advocacy programs that resulted in increased customer testimonials and referrals, showcasing the transformative value of GreyOrange in logistics and warehousing- Defined and tracked KPIs specific to customer experience, preparing comprehensive reports to monitor progress and drive continuous improvement.

Delhi Technical Campus

Bachelor's degree

Chhotu Ram Rural Institute of Technology, New Delhi

Diploma of Education