Customer Success ManagerAdani Defence and Aerospace • Delhi, Republic Of India, IN

Customer Success Manager

Adani Defence and Aerospace • Delhi, Republic Of India, IN

30+ days ago

Job description

Job Title : Lead - After Sales Manager

Location : Delhi / Ahmedabad

Adani Group is seeking a proactive and strategic Lead - After Sales Manager to oversee and optimize our after-sales service operations. This role is pivotal in ensuring customer satisfaction, driving revenue growth, and enhancing operational efficiency through effective after-sales support strategies.

Experience

Minimum of 12 years of progressive experience in after-sales management within the Top 10 Information technology or engineering services companies
Proven track record of successfully leading after-sales service teams and implementing impactful service strategies.

Roles and Responsibilities

Strategic Leadership :

Develop and execute comprehensive after-sales service strategies aligned with organizational goals to maximize customer retention and profitability.

Identify market trends and customer insights to continuously improve service offerings and operational effectiveness.

Team Managemen t :

As an After Sales lead, providing guidance, mentoring, and performance management to foster a high-performance culture.

Optimize resource allocation and workload distribution to ensure efficient service delivery and adherence to service level agreements.

Customer Relationship Management :

Act as the primary liaison for key customers, addressing inquiries, resolving escalations, and ensuring timely resolution of service issues.

Collaborate closely with sales and technical teams to develop and negotiate service contracts, ensuring alignment with customer needs and business objectives.

Process Optimization :

Evaluate existing after-sales processes and workflows, implementing improvements to streamline operations and enhance service efficiency.

Implement rigorous quality control measures and compliance standards to meet regulatory requirements and exceed customer expectations.

Performance Monitoring and Reporting :

Monitor key performance indicators (KPIs) related to after-sales service delivery, customer satisfaction, and financial performance.

Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities for improvement.

Education Qualification

Bachelor’s degree in engineering, Business Administration, or a related field along with an advanced degree (e.G., MBA)

Certifications Required

Certification in Service Management, Project Management, or related fields is advantageous.

Behavioral Skills

Strong leadership and people management skills, with the ability to inspire and empower teams to achieve excellence.

Excellent communication, negotiation, and interpersonal skills, with a customer-centric approach to problem-solving.

Strategic thinker with analytical capabilities to drive data-driven decisions and continuous improvement initiatives.

Technical Skills

Proficiency in after-sales service management, including CRM systems, service contract negotiations, and technical support processes.

Non-Negotiable Skills

Demonstrated ability to lead and develop high-performing teams, drive operational excellence, and deliver superior customer service outcomes.

Proven track record of successfully managing customer relationships and exceeding service delivery expectations.

If you are passionate about delivering exceptional service in the Defence & Aerospace industry and are ready to make a significant impact.

aditya.sharma4@adani.com

Aditya sharma - 8769687808

Joy Saha - 9898791075

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Customer Manager • Delhi, Republic Of India, IN

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