Senior Manager - Customer Relationship

Bonito Designs; New Delhi; Presencial; INR 1 200 000 - 1 800 000; Tempo parcial

Resumo da oferta

Bonito Designs is seeking a Senior Customer Success Manager to own the end-to-end CS lifecycle from onboarding to handover, building strong client relationships and delivering premium, high-touch service. The role collaborates with design, sales, procurement, and execution teams to ensure timely project delivery and minimal escalations.

The position requires leadership across multiple projects and locations, defining KPIs, SLAs, and training teams to maintain a customer-centric culture.

Responsabilidades

• 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, and TAT.
• Monitor customer retention and referral metrics.
• Identify operational gaps and implement process improvements.
• Drive automation and CRM adoption for better customer engagement.

Descrição da oferta de emprego

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.