EV CSM (Customer Success Manager) role Tata Motors

Tata Motors Global Services Limited; India; On-site; INR 800,000 - 1,500,000; Full time

Job summary

Tata Motors Global Services Limited in India is seeking a CSM - EV in the Commercial Vehicle department. Location: Any location. Job type: Full time. Qualification: Full time Engineering Graduate/diploma with 3-9 years of EV experience.

The role focuses on managing customer relationships, service delivery, and dealer-partner improvements to enhance customer satisfaction and revenue growth across EV segments.

Qualifications

• Full-time engineering graduate or diploma holder.
• 3-9 years of relevant EV experience.

Responsibilities

• Drive customer issue resolution and escalations in a timely manner.
• Ensure product delivery and availability through training and process adherence.
• Drive customer satisfaction by monitoring feedback and taking corrective actions.
• Assist in modernization of service partners to improve processes and experiences.

Skills

Customer management

People management

EV domain knowledge

Education

Engineering degree/diploma

Job description

Position- CSM - EV

Department Commercial Vehicle

Location - Any location

Job type - Full time

Qualification - Full time Engineering Graduate/diploma

Experience - 3- 9years of relevant EV segments

Job Roles:

1. Customer Management:

Drive customer issue resolution and escalations in a timely manner

Facilitate product deliver and availability of product by ensuring training, process adherence, costs and delivery

Drive customer satisfaction by monitoring feedbacks and taking corrective actions

Assist in the modernization of service partners to improve processes, faster turn arounds and deliver better customer experiences

Formulate and assist dealer service campaigns, customer meets, feedback processes and new product introductions

Drive sales and inflow with service partners through workshops and marketing activities: service campaigns and recon campaigns.

Improve paid services revenue at service partners with target schemes: discount coupons, dealer-labour AMC, fitness certificate

Drive the accidental business turnover through initiatives: cashless insurance tie-ups, Tata Motors Insurance, parts support

Proactively follow-up on warranty and AMC repairs and ensuring all processes are followed with regards to vehicle repairs process and payments

Established safety protocols in all workshops conducted. Audit all service processes to ensure compliance as per company standards

Increasing silver & gold certified technicians in workshops

Conduct workshop assessment report bi-annually to improve the process and infrastructure with service partners and enable grading accordingly

2. People Management:

Ensure strong communication between teams to facilitate exchange of information and in order to implement change and improvements

Provide trainings support to service partner on specialty tools, send mechanics to training center when needed

Coordinate and execute pre-delivery inspection training

Facilitate trainings of new products and tools to ensure service partners are well prepared.