Customer Success Operations Manager

JITO; Mumbai; Sur place; INR 900 000 - 1 300 000; Plein temps

Résumé du poste

A leading company in customer success is looking for a professional to manage installation operations and ensure service efficiency in a dynamic environment. The ideal candidate will coordinate with technicians, support sales ops, and maintain a smooth service workflow to guarantee a premium customer experience. Strong organizational skills and attention to detail are essential for this role. The job is located in Mumbai and requires onsite presence.

Qualifications

• Experience in customer success operations and field coordination.
• Ability to coordinate quotations and sales activities with teams.
• Attention to data accuracy and process hygiene.

Responsabilités

• Coordinate site inspections, BOQs, and execution with technicians.
• Work closely with Sales Ops ensuring timely quotation creation.
• Own service ticket flow ensuring <48-hour resolution target.
• Maintain Customer Success MIS with installations completed.
• Support junior team members with coordination and follow-ups.

Connaissances

Customer Success

Sales Ops Coordination

Quotations

MIS

CRM updates

Data accuracy

Team support

Outils

CRM systems

MIS tools

Description du poste

Modernizing Trends Private Limited • Mumbai • Posted in 2 months • Updated in 2 months

Job Type: FullTimePermanent

Work Mode: Onsite

Experience: MidLevel

Travel Requirements:

Skills:

Customer Success at MTPL is not a call centre. It is the trust engine of the business. As Digital Sales and Projects scale, we need someone who: • Keeps execution tight • Ensures technicians, quotations, installations, and service move without chaos • Makes sure customers experience MTPL as professional, reliable, and premium. This role exists so that senior leaders don’t drown in daily ops and customers don’t feel cracks.

Responsibilities

1. Technician & Installation Operations

   • Coordinate site inspections, BOQs, and execution with technicians
   • Track: site visits, installations, approvals
   • Ensure technicians follow MTPL installation standards
   • Escalate only true exceptions, not routine issues

2. Quotations & Sales Ops Coordination

   • Work closely with Sales Ops (quotations & MIS)
   • Ensure: correct inputs from site, timely quotation creation, version control
   • Act as the bridge between: sales, technicians, head office

3. After‑Sales & Service Workflow

   • Own service ticket flow (not individual complaints)
   • Ensure: <48‑hour resolution target is respected, right technician is assigned, status updates are tracked
   • Maintain warranty & service documentation discipline

4. MIS & Process Hygiene

   • Maintain Customer Success MIS, including: installations completed, service TAT, pending issues
   • Work with Tech team on: CRM updates, automation improvements
   • Ensure data accuracy — this is non‑negotiable

5. Team Support & Structure

   • Support junior team members handling: Plmbr+ coordination, quotations, follow‑ups
   • Bring issues to the weekly CS meeting with solutions, not problems