Senior Manager - Customer Success

Senior Manager - Customer Success

• We are building India's most trusted Home energy brand with focus on world class product, industry leading customer experience and financing solutions to expedite adoption of renewable energy solutions for Indians across the landscape.
• We are reimagining Home Energy with our rooftop solar solutions. We want to raise the bar for the industry and become India's #1 new age solar brand.
• Team Goal: You will work with a diverse customer segment to establish a blueprint for Solar Energy adoption in B2C space. You understand the context of the market, having spent a significant amount of time working in various customer success functions with a key interest in building at scale operations teams. You are an excellent communicator with a proven ability to train and motivate a large team to meet their goals. You will use an analytical approach to sales management.
• As a Customer Success Manager for SolarSquare Energy, you'll be responsible for creating, managing and executing the customer experience strategy of the organisation. You will supervise and oversee the strategy, planning and execution of the organisation's overall customer experience goals. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touch points.

What will you do?

• Building and Leading a World Class Customer Success team: Recruiting, training, mentoring, and managing high-potential individuals including Customer Success Reps, Leaders, Operations, and Support.
• Managing day-to-day operations of the Control Tower team, and improving coordination and collaborating with the other central teams to drive alignment toward a truly customer-centric culture.
• Evaluate and Design SOPs, Training processes, and Learning paths that scale at every point in the customer lifecycle including Onboarding, Retention, Referrals, and NPS collection.
• Ensure Training Plans and Learning Paths are adhered to for all new hires.
• Create daily/weekly/monthly dashboards to track the performance of teams. Managing SLAs, KPIs, metrics, and other reporting.
• Building and developing knowledge and expertise on the process to ensure compliance with relevant regulations.
• Logging issues at different project stages, customer complaints, and escalations. Structured problem-solving skills and experience: Use a systematic, disciplined, and fact-based process that gets to the root cause of problems.
• Create Issue trackers and ensure relevant constructive feedback is shared with all stakeholders (Sales, Operations, and Marketing) to enhance Customer Experience and Brand Value.
• Use data to inform all layers of our operating processes and strategic direction such as the timing of customer touch points and how we ensure consistent customer outcomes.
• Taking ownership of customers issues and follow problems through to resolution. Set a clear mission and deploy strategies focused towards that mission.
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
• Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process

Pre - Requisites

• MBA in Operations
• Must have handled a team of 20-30 members. Min. 7 years as Manager - Customer Success.
• Multi-functional team management/collaboration experience, and authority to drive. Ability to interact with a wide range of people across departments and build strong positive relationships.
• Strong communication and presentation skills, the ability to make complex, detailed information clear and actionable, as well as strong influence management skills to gain alignment and commitment.
• Call centre experience (for customer handling/sales / up-selling - advantageous but not a pre-requisite)
• You drive outcomes through, persuasion, negotiation, and building consensus with external and internal stakeholders.
• You're analytical and process-oriented, with the ability to make data-aware decisions.
• You have expert knowledge of tools like Google Sheets and MS Excel.

Why should you work with us?

• Crazy ambitious mission: Have a founder mindset and lots of room to experiment, integrate and expand further. Have a figure-it-out mentality.
• Transparent, flexible benefits: We have a robust benefits framework.
• So much transparency: We try hard to do it in the right way. We strongly believe that we can be much more open and move faster when we have nothing to hide.
• Flexible Benefits

(ref:iimjobs.com)

Desired Skills and Experience

Customer Success,Customer Service,Customer Experience