Senior Manager - Customer Relationship

Bonito Designs; Ghaziabad District; Vor Ort; INR 900.000 - 1.500.000; Vollzeit

Zusammenfassung

Bonito Designs is seeking a Customer Success Leader to manage the end-to-end lifecycle from onboarding to handover, while building strong client relationships and delivering premium experiences. You will proactively handle escalations, drive satisfaction reviews, and promote retention and referrals across multiple projects.

The role requires overseeing a cross-functional team, defining KPIs, SLAs, and best-in-class customer service standards, with a focus on continuous process improvement and

Aufgaben

• Own the end-to-end customer success lifecycle from project onboarding to final handover.
• Build strong relationships with clients and ensure a high-touch, premium customer experience.
• Proactively manage customer expectations, escalations, and issue resolution.
• Conduct regular customer check-ins and satisfaction reviews during project execution.
• Improve customer retention, referrals, and repeat business opportunities.
• Collaborate closely with design, sales, procurement, and execution teams to ensure smooth project delivery.
• Monitor project milestones, timelines, and customer communication touchpoints.
• Ensure transparency in project updates, delays, and change requests.
• Support teams in driving timely closures and minimizing customer escalations.
• Lead and mentor the customer success team across multiple projects/locations.
• Define KPIs, SLAs, and customer service standards.
• Conduct regular performance reviews, coaching, and training sessions.
• Foster a customer-centric culture across departments.
• Handle critical customer escalations with empathy and urgency.
• Develop structured escalation matrices and resolution frameworks.
• Analyze recurring customer pain points and implement corrective actions.
• Track and report customer success metrics including CSAT, NPS, TAT, retention and referral metrics.
• Identify operational gaps and implement process improvements.
• Drive automation and CRM adoption for better customer engagement.

Jobbeschreibung

Key Responsibilities

Customer Experience & Relationship Management

• Own the end-to-end customer success lifecycle from project onboarding to final handover.
• Build strong relationships with clients and ensure a high-touch, premium customer experience.
• Proactively manage customer expectations, escalations, and issue resolution.
• Conduct regular customer check-ins and satisfaction reviews during project execution.
• Improve customer retention, referrals, and repeat business opportunities.

Project Coordination & Execution Support

• Collaborate closely with design, sales, procurement, and execution teams to ensure smooth project delivery.
• Monitor project milestones, timelines, and customer communication touchpoints.
• Ensure transparency in project updates, delays, and change requests.
• Support teams in driving timely closures and minimizing customer escalations.

Team Leadership

• Lead and mentor the customer success team across multiple projects/locations.
• Define KPIs, SLAs, and customer service standards.
• Conduct regular performance reviews, coaching, and training sessions.
• Foster a customer-centric culture across departments.

Escalation & Complaint Management

• Handle critical customer escalations with empathy and urgency.
• Develop structured escalation matrices and resolution frameworks.
• Analyze recurring customer pain points and implement corrective actions.

Process Improvement & Analytics

• Track and report customer success metrics including:
• CSAT (Customer Satisfaction Score)
• NPS (Net Promoter Score)
• TAT (Turnaround Time)
• Customer retention and referral metrics
• Identify operational gaps and implement process improvements.
• Drive automation and CRM adoption for better customer engagement.