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Smartworks Coworking Spaces - Cluster Lead - Community Management

Smartworks Coworking Spaces - Cluster Lead - Community Management

Smartworks Coworking Spaces Pvt LtdMumbai, India
30+ days ago
Job description

Designation : Cluster Lead.

Department : Account Management.

Job description

Key Roles & Responsibilities :

  • Introduce different processes and initiatives ensuring standardization of every center and Customer Satisfaction (CSAT).
  • Create a collaborative community environment among members through the Community Managers and other departments to drive CSAT.
  • Mapping and managing the lifecycle of a client from the time of move-in to departure.
  • Understand customer demography and thereby custom develop the experiences of the clients, to ensure maximum usage of facilities, amenities etc.
  • Understand data and be able to interpret business logic.
  • Renewals and expansions.
  • Ensure that buildings are fully operational, and processes are running smoothly.
  • End to end management of client relationship in respective centers.
  • Extensive Team Management and Growth.
  • Internal stakeholder management.
  • This role is responsible for end-to-end management of clients since the time they start

interacting with Smartworks.

Presales :

  • Understanding the client requirements along with our internal stakeholders like Design, Sales and Partnerships.
  • Making sure that the requirements are documented and signed off by clients.
  • Internal delivery timelines tracking and continuously interacting with the clients managing the expectations.

    • Post Sales :

  • Upsell and cross sell of services to the clients from the array of services that SW has to provide.
  • Continuously working with the Partnerships team to get more services which could benefit the clients while being in SW.
  • Working with internal stakeholders ensuring smooth operations of the clients.
  • Act as Customer voice in the organization and vice versa and be the customer champion for all service expectations exceed customers expectations through the customer lifecycle increase.
  • Provide support to customers or training on products to help customers plan and understand the best ways to utilize company products basis needs and business plans.
  • Handle escalations and special requests of customers related to aspects like performance quality and improvements.
  • Ability to follow up and ensure that the committed SLA for resolution is met.
  • Renewals and retention of the client.

    • Skills & Qualification Required :

  • BA / BS or equivalent in Business, Marketing, Hospitality or other related degrees.
  • 10+ years of experience in a client facing role.
  • Thrive in a fast-paced environment while maintaining excellent attention to detail.
  • Strong communication, organization, and project management skills.
  • 3+ years of people management experience is a must; experience managing teams of 5+ people preferred.

    • (ref : iimjobs.com)

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