Customer Success Manager

GK Energy Limited; Pune District; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

GK Energy Limited, India-based solar EPC leader, seeks a seasoned Customer Success Manager to run the centralized contact center and pan-India field support, overseeing end-to-end customer lifecycle across multiple channels.

You will drive SLAs, WFM, field service integration, CRM deployment (Salesforce, Zendesk, SAP CRM), and data analytics to improve CSAT and NPS across consumer and commercial segments.

Qualifications

• 6 to 14 years total corporate experience with 4–6 years in senior leadership roles managing large BPO/contact center operations.
• Experience managing hybrid centralized helpdesk with field service operations.
• Familiarity with telecom/BPO metrics such as AHT, FCR, SLA, and occupancy.
• Crisis management, stakeholder handling, and cross-functional leadership skills.
• Background in Renewable Energy, Consumer Durables, Automotive, Utilities, or large-scale service industries is advantageous.

Responsibilities

• Lead in-house and outsourced BPO operations handling high-volume voice, email, chat, and ticketing channels.
• Establish SLAs, AHT, First Response Time, and resolution benchmarks; monitor WFM and rostering.
• Bridge centralized helpdesk with field service teams, ASCs, and technicians; drive first-time-fix rates.
• Drive CRM adoption and automation (Salesforce, Zendesk, SAP CRM) and IVR/AI ticketing tools.
• Oversee warranty parts logistics and quality assurance with supply chain teams.
• Mentor and lead floor managers, QA analysts, and remote support staff; track CSAT and NPS.

Skills

Customer Success Leadership

BPO Operations

SLA/AHT/FRT management

WFM & Rostering

CRM Platforms

Data Analytics

Tools

Salesforce

Zendesk

SAP CRM

Omni-channel CC software

Job description

ABOUT GK ENERGY LIMITED:

GK Energy Limited is Indias largest pure-play solar EPC provider specializing in solar-powered agricultural pumping systems (PM-KUSUM scheme) and fast-expanding into C&I rooftop and utility-scale solar segments. Listed on the NSE and BSE, we have installed over 118,000+ solar pumps across 5,500+ villages, delivering over 540+ MW of clean energy capacity with an order book exceeding 800 Crores.

POSITION SUMMARY:

We are seeking a seasoned, process-driven, and high-energy Customer Success Manager to spearhead our centralized customer service contact center (BPO operations) and pan-India field support service network. In this leadership role, you will oversee end-to-end customer lifecycle touchpoints, inbound/outbound support channels, helpdesk ticketing workflows, and field service execution to drive exceptional customer satisfaction (CSAT) across our growing consumer and commercial portfolios.

KEY ROLES & RESPONSIBILITIES:

1. Contact Center & BPO Operations Management:
   • Lead and manage in-house and outsourced BPO/contact center operations handling high-volume voice, email, chat, and ticketing channels.
   • Establish strict Service Level Agreements (SLAs), Average Handling Time (AHT), First Response Time (FRT), and resolution benchmarks.
   • Monitor workforce management (WFM), shift rostering, resource utilization, and operational cost efficiencies.
2. Field Service Operations & Escalation Handling:
   • Seamlessly bridge centralized BPO helpdesk ticketing with decentralized field service teams, authorized service centers (ASCs), and on-ground technicians.
   • Act as the final escalation point for critical customer grievances, corporate client disputes, and high-priority regional complaints.
   • Drive high first-time-fix rates and track end-to-end turnaround time (TAT) for field repairs and maintenance.
3. CRM Implementation & Technology Automation:
   • Drive the adoption and optimization of enterprise CRM platforms (Salesforce, Zendesk, SAP CRM, or Omni-channel contact center solutions).
   • Implement automated workflows, interactive voice response (IVR) systems, and AI-driven ticketing tools to streamline customer interactions.
4. Warranty, Parts Logistics & Quality Assurance:
   • Collaborate with supply chain and warehousing teams to oversee spare parts inventory management and reverse logistics for warranty replacements.
   • Analyze root causes of customer complaints and product failure data to provide vital inputs to the quality assurance and engineering teams.
5. Team Leadership & Performance Analytics:
   • Mentor, coach, and manage a large team of floor managers, quality analysts, team leaders, and remote support supervisors.
   • Drive continuous improvement through rigorous data analytics, tracking CSAT, NPS (Net Promoter Score), and daily operational dashboards.

DESIRED CANDIDATE PROFILE:

• 6 to 14 years of total corporate experience, with at least 4 to 6 years in a senior leadership role managing large-scale BPO operations, customer care, or contact center verticals.
• Proven experience handling hybrid setups involving centralized helpdesks/contact centers coupled with field service operations.
• Strong familiarity with telecom/BPO metrics (AHT, FCR, SLA, occupancy rates) and CRM platforms.
• Exceptional crisis management, stakeholder handling, and cross-functional leadership skills.
• Prior background in Renewable Energy, Consumer Durables, Automotive, Utilities, or Large-scale Service Industries is a strong advantage.