Customer Relationship Manager

About the Company

Pal Svam Power Solutions Pvt. Ltd., an authorised dealership partner of Cummins, provides high-quality power solutions, engine services, and customer lifecycle support. We emphasize service excellence, strong customer relationships, and operational reliability.

Key Roles & Responsibilities

*Customer Success & Relationship Management.

* Manage customer onboarding, retention, renewals & overall satisfaction (CSAT/NPS).

Handle customer queries, escalations & service-related issues in a timely manner.

*Conduct customer follow-ups, feedback collection & VOC (Voice of Customer) analysis.

Drive strategies for churn reduction, up-selling & cross-selling.

*CRM Operations & Data Excellence

Maintain and update customer data in.

Salesforce CRM or relevant CRM tools.

Track end-to-end customer journey, service requests, AMC renewals & interactions.

* Prepare KPI dashboards, MIS reports & SLA performance analyses.

* Implement workflow automation and process excellence initiatives.

Account Handling & Stakeholder Coordination

Manage key customer accounts & service planning.

Work closely with sales, service, and technical teams for seamless coordination.

Ensure timely service delivery and strong stakeholder engagement.

*Process, Compliance & Risk Management

* Monitor operational processes to ensure compliance with Cummins standards.

* Mitigate service risks, ensure process discipline & maintain documentation.

Apply CSM playbooks and internal SOPs effectively.

*Operational & Financial Support

Support cost optimization, inventory coordination & asset management.

Assist in financial tracking related to billing, service invoices, AMC renewals.

Apply basic financial acumen to prepare operational reports.

Required Skills

*Strong communication & customer handling skills

Experience with "Salesforce CRM (preferred)

Data analysis, Excel reporting & dashboard preparation.

* Knowledge of SLA, AMC, service operations

Problem-solving & escalation handling

Team coordination & stakeholder management

Role & responsibilities

Preferred candidate profile