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Client Engagement Manager

Client Engagement Manager

SolarSquarePune, Republic Of India, IN
15 hours ago
Job description

Key Responsibilities :

Customer Success Management :

  • Manage core Customer Success activities such as onboarding, training, support, account management, service delivery, up-sells, and advocacy.
  • Map and optimize the end-to-end customer journey by developing targeted interventions, driving engagement, analyzing data, and improving the overall experience.
  • Collaborate with cross-functional teams (Sales, Operations, Marketing, Design, and Legal) to ensure a unified and consistent customer experience.
  • Drive Customer Success outcomes including increased renewals, reduced churn, higher product adoption, and improved customer health scores.
  • Align with Customer Delight and Sales teams to drive retention, renewals, and up-sells based on customer feedback and usage insights.

Customer Communication & Engagement :

  • Serve as the primary point of contact for customers during project execution.
  • Provide regular updates on project progress, timelines, and post-installation support.
  • Handle customer complaints, queries, and escalations with empathy and urgency, ensuring swift and satisfactory resolution.
  • Foster long-term relationships to enhance trust, satisfaction, and advocacy.

    • Escalation & Issue Resolution :

  • Identify and address pain points during the design, installation, or documentation stages.
  • Proactively manage and resolve customer escalations in coordination with internal teams.
  • Ensure adherence to defined TAT (Turnaround Time) and NPS (Net Promoter Score) targets.

    • Quality Monitoring & Handover :

  • Conduct post-installation quality checks (remotely or on-site) to ensure SolarSquare’s quality standards are met.
  • Oversee accurate documentation of project status, net metering, compliance closure, and final handovers.
  • Collect customer feedback and ensure proper closure of all deliverables.

    • Leadership & Team Development :

  • Build and lead a world-class Customer Success team by recruiting, training, mentoring, and managing high-performing individuals.
  • Promote adherence to SOPs and best practices across the Customer Success function.
  • Measure and track team effectiveness using key performance metrics and operational goals.
  • Share regular, constructive feedback with internal stakeholders to improve collaboration and outcomes.

    • Continuous Improvement :

  • Capture and analyze customer insights to drive process improvements.
  • Support initiatives to improve customer satisfaction (NPS), reduce cancellations, and increase referrals.
  • Drive innovation in customer engagement and service delivery.
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    Client Engagement Manager • Pune, Republic Of India, IN