Customer success Manager

Aero Business Solutions; New Delhi; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Aero Business Solutions in New Delhi seeks a proactive Customer Success Manager to nurture relationships with existing customers, ensure seamless order execution, and deliver exceptional service in the packaging industry.

The role requires deep coordination with Sales, Production, Planning, Quality, Logistics and Accounts, strong communication skills, and a track record of improving customer retention and satisfaction.

Qualifications

• Bachelor's degree in related field or equivalent experience
• Minimum 5 years in Customer Success, Key Account Management, or Operations Coordination in Packaging industry
• Experience in Flexible Packaging, Laminates, Pouches, Labels, Printing & Packaging is mandatory
• Strong communication, stakeholder management and relationship-building skills
• Proficiency in MS Excel, ERP/CRM software, and MIS reporting

Responsibilities

• Build and maintain long-term relationships with existing customers.
• Act as single point of contact for customers throughout the order lifecycle.
• Coordinate with Production, Planning, Procurement, Quality, Dispatch and Logistics teams to ensure timely order execution.
• Track order progress and proactively communicate updates to customers.
• Coordinate with Accounts regarding invoicing, payments and customer documentation.
• Prepare customer success and MIS reports and monitor KPIs.

Skills

Customer relationship

Account management

Communication

Coordination

Problem-solving

Education

Bachelor's Degree in Business Administration or related field

Tools

ERP/CRM software

MS Excel

Job description

Job Title: Customer Success Manager
Location: New Delhi
Job Type: Full-time
Experience: Minimum 5 Years

Job Summary:

We are looking for a proactive Customer Success Manager to manage and strengthen relationships with our existing customers while ensuring seamless order execution and exceptional customer experience. The ideal candidate should have strong experience in the packaging industry and possess excellent communication, coordination, and problem-solving skills.

The Customer Success Manager will act as the primary point of contact for key customers, ensuring customer satisfaction, retention, operational excellence, and timely coordination with internal departments such as Sales, Production, Planning, Quality, Logistics, and Accounts.

Key Responsibilities:

Customer Success & Relationship Management

• Build and maintain long-term relationships with existing customers.
• Act as the single point of contact for customers throughout the order lifecycle.
• Ensure a seamless customer experience from order confirmation to final delivery.
• Conduct regular customer follow-ups to understand business needs and identify opportunities for account growth.
• Handle customer queries, concerns, complaints, and escalations promptly and professionally.
• Maintain high customer satisfaction scores and improve customer retention.

Operations & Order Coordination

• Coordinate with Production, Planning, Procurement, Quality, Dispatch, and Logistics teams to ensure timely execution of customer orders.
• Track order progress and proactively communicate updates to customers.
• Ensure timely dispatches, documentation, and delivery commitments.
• Resolve operational bottlenecks affecting customer deliveries.
• Coordinate with the Accounts team regarding invoicing, payments, outstanding dues, and customer documentation whenever required.

Cross-Functional Coordination

• Work closely with Sales, Supply Chain, Production, Quality, Finance, and Logistics departments to deliver excellent customer service.
• Ensure effective communication between customers and internal teams.
• Participate in internal review meetings to discuss customer feedback and operational improvements.

Reporting & Process Improvement

• Prepare customer success reports, retention reports, MIS reports, and service performance dashboards.
• Monitor customer KPIs including retention rate, repeat orders, order fulfilment, complaint resolution time, and customer satisfaction.
• Suggest process improvements to enhance operational efficiency and customer experience.
• Maintain accurate records of customer interactions in CRM/ERP systems.

What We Are Looking For

• Bachelor's Degree in Business Administration, Marketing, Operations, Engineering, or a related field.
• Minimum 5 years of experience in Customer Success, Key Account Management, Customer Service, or Operations Coordination within the Packaging Industry.
• Experience in Flexible Packaging, Laminates, Pouches, Labels, Printing & Packaging, or Industrial Packaging is mandatory.
• Strong understanding of order processing, production coordination, dispatch planning, and customer lifecycle management.
• Experience in handling B2B customers and key accounts.
• Excellent communication in English, stakeholder management, and relationship-building skills.
• Proficiency in MS Excel, ERP/CRM software, and MIS reporting.