Regional Manager - Customer Success - Construction & Interior Designing Domain

Regional Manager - Client Success Manager

Role Summary

The incumbent is responsible to drive a team of Client Success Managers spread across the country to be the Voice of Customer internally and drive all projects to successful completion and create customer delight. The incumbent and his /her team is therefore the face of the organisation in all client interactions and will be responsible to:

- Deepen customer relationships through increased customer satisfaction

- Increase business share and volume from existing customers.

Reporting Hierarchy: Regional Head

Key Responsibilities:

- Process creation and improvement: Identify process gaps and support which could enable the team/s to be more effective. In the current landscape it is important that the processes are tech oriented and scalable.

- Enablement: Identify enablers for the team including requirements for development of resources / resource centers. These should then be secured and deployed.

- Customer NPS: Understand customer needs and expectations and ensure they are delivered on. It will include identifying hidden needs which will then help create customer delight / or increase in scope of organisational delivery

- Account Profitability: put mechanisms in place to monitor cost and revenue of each project to ensure budgeted profitability is achieved.

- Increase in customer base: Look at increasing customer base through tapping into related set of customers - hitherto untapped Team management: Define and communicate deliverables from team in a structured manner, while supporting them with various enablers (including resources) to ensure superior performance and organisational growth.

- These will include reviewing performance of accounts on Business Booking, Billing, Margin, and Payment fronts; identify problems and opportunities and work with the respective CSM so solve that.

- Organisational Projects: Work with other departmental teams to help course correct and streamline processes and ensure that all end-points are tied up.

Requirement :

- Hands on experience in construction & Interior designing domain, preferably

- If you are a start-up founder or part of the core team in a start-up, you are welcome.