Customer Success Lead
SolarSquarePune, Republic Of India, IN1 day ago
Job descriptionServe 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. 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. 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. 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. 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.
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 :
Escalation & Issue Resolution :
Quality Monitoring & Handover :
Leadership & Team Development :
Continuous Improvement :
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Customer Lead • Pune, Republic Of India, IN
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