DGM Customer Success & Service Operations

GK Energy Limited; Pune District; In loco; INR 3.000.000 - 5.000.000; Tempo pieno

Descrizione del lavoro

GK Energy Limited is seeking a seasoned Customer Success Manager to lead our centralized contact center and pan-India field service network. You will manage inbound/outbound support, ticketing workflows, and field service execution to drive superior customer satisfaction across consumer and commercial portfolios. Strong CRM and analytics experience is essential for success.

Competenze

• 6 to 14 years total corporate experience in senior leadership roles.
• 4 to 6 years leading large-scale BPO operations or contact centers.
• Experience with centralized helpdesks and field service operations.
• Familiarity with telecom/BPO metrics (AHT, FCR, SLA, occupancy).
• Background in Renewable Energy, Consumer Durables, Automotive, Utilities, or large-scale service industries is advantageous.

Mansioni

• Lead and manage in-house and outsourced BPO/contact center operations with high-volume channels (voice, email, chat, ticketing).
• Bridge centralized helpdesk with field service teams, ASCs, and technicians; act as final escalation point for critical issues.
• Drive first-time-fix rates and track end-to-end TAT for field repairs and maintenance.
• Drive CRM adoption and automation (Salesforce, Zendesk, SAP CRM, omni-channel) with IVR and AI-driven ticketing.
• Oversee warranty parts logistics, quality input to QA/engineering, and performance analytics with CSAT/NPS dashboards.

Conoscenze

Leadership

Crisis management

Cross-functional leadership

Data analytics

Stakeholder management

Strumenti

Salesforce

Zendesk

SAP CRM

Omni-channel solutions

Descrizione del lavoro

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.