Client Success Manager

Client Success Manager

Role: Client Success Manager

Role Summary: This person will be responsible for customer relationships - ensuring projects (multiple) are delivered as per committed timelines with quality to ensure high customer satisfaction. The incumbent will also be expected to leverage this relationship to deepen the account to ensure increase in business share and repeat business. The role is therefore a command center to lead project delivery by aligning all teams from operations and design to set the right processes, trackers and be SPOC for the customer. He / she will therefore also be responsible for project P&L.

Reporting Hierarchy: This role will report to CSM- Lead.

Key Responsibilities:

• Responsible for taking the hand-over of customers from Business Development Team and simplify deliverables into various project milestones
• Work with different teams to break down project requirements and customer guidelines as per process requirements
• Define success metric for each project and designated employees.
• Responsible for cascade of detailed project plan to all stakeholders
• Act as nodal point for all discussions with customer to ensure timely progress updates and resolving any disconnects or changes
• Ensure high customer satisfaction and increase counter share. Into actionable design requirements.

Experience requirement:

• Total minimum experience of 4 years
• Minimum 2 years of experience in fit outs (interiors) for residential / office / retail spaces
• Minimum 1 year experience in managing customers / sales
• Ability to work with multiple stake-holders and drive multiple priorities
• Good communication - written and verbal
• Skills to draw a detailed project plan - identifying different components, risks therein and put risk mitigants in place.
• Proficiency in Microsoft excel and PowerPoint
• Education: B. Arch or civil engineers. MBA will be preferred