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04/05 HR
HR at Flipspaces

Views:488 Applications:118 Rec. Actions:Recruiter Actions:0

Flipspaces - Assistant General Manager - Customer Success/Snag - IIM/ISB/FMS/MDI (5-12 yrs)

Mumbai Job Code: 1255827

Assistant General Manager Snag


Flipspaces is looking for Head of Customer Delight and Snag Resolution Team to lead and manage the overall function of snag resolution of our project sites and ensure highest level of customer delight and engagement experience. He/She is expected to take a leadership role in developing a central function that focuses on keeping customer centricity as the topmost priority and formulate processes to facilitate simplified snag resolution at sites. Flipspaces puts critical emphasis on the Client Delight Quotient across different geographies and SBUs and would expect the Customer Delight Head to work in coordination with the leadership team in order to foster a "Client-first" culture.

If you are well organized, task oriented and eager to contribute to building client relationships, implementing new programs that will increase client delight, business' revenue potentials and minimize churn rates, you are the person we are looking for!

Ultimately, you will ensure our Client Delight department operates efficiently and aligns with our business objectives.

Key Responsibility Areas:

- Effectively plan, design, develop and evaluate client delight related agenda that support organisational strategic goals

Leading the organisation's Client Delight function, including:

- Maintenance of warranty clause post completion of project/ handover

- Establish clear client retention goals at a PAN India level

- Plan and execute quarterly visit to handed over site to audit any flaws

- Upsell services and products with the brand image

- Promote value through customer experience

- Review customer complaints and concerns and seek to improve the customer experience

- Oversee warranty related work to completion; schedule and track assignments

- To manage all the snag work as per the stipulated timeline

- Coordinate with the concern person to take signoff

- Should be responsible for the quality and quantity of work done

- To arrange necessary materials machines, tools, hardware, wooden components etc. for getting the things done

- Assign different vendors for different types of jobs after taking quotations

- Maintain all records and documentation as needed

- Liaising directly with the executive board and being accountable for the performance of the Client Delight function

- Build management and client relations by addressing demands, grievances or other issues

- Support current and future business needs through the hiring, management, training and development of the overall team

- Develop and monitor overall Client Delight strategies, systems, tactics and procedures across the organisation

- Empathy: Empathy is key to putting yourself in the customer's shoes and understanding their point of view and experience

- Relationship Management: Relationship management requires solid interpersonal skills to effectively solve problems customers may be experiencing

- Persuasion Skills: Ability to identify customer needs, showcase product benefits, prompt customers to renew, and upsell and cross-sell offers

- Problem-Solving: Solving customers' problems is at the core of what a customer delight team is expected to do.

- Critical Thinking: Ability to consider issues from multiple angles, envision pros and cons, and evaluate options

- Decision-making Skills: Ability to take decisions on time is a critical aspect for success in this role

- Initiative: Ability to work on new initiatives and take charge of seeking solutions

- Time Management: Ability to meet deadlines by prioritizing tasks, budgeting time, and disciplining oneself

- People Management: Creating templates for the customer delight team and lead the team to make the customer experience positive

- Management Ability: Managing other team members such as sales teams, operations team etc

- Advanced degree in Business Administration, Operations, CRM or related fields

- Previous experience working as a Customer Success / Snag Head for 5-7 years

- Preferred from Tier-1 B Schools

- Should have a complete understanding of technical documents

- Excellent written and spoken communication skills

- Ability to nurture effective professional relationship with staff and client

- Sense of ownership and pride in your performance and its impact on company's success

- Critical thinker and problem-solving skills

- Team player

- Good time-management skills

- Great interpersonal and communication skills

- Supervisory experience

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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