Customer Success Manager (Kochi)

Company Description

Kraftwork Solar is a leading provider of solar and renewable energy solutions in Kerala, India. With over 30 years of experience, we have served more than 20,000 customers across the country. Our comprehensive offerings include rooftop solar solutions, solar drying solutions, and solar water heating solutions for both residential and commercial customers.

Role Description

This is a full-time on-site role as a Customer Success Manager located in Kochi. You will be responsible for managing customer orders, communicating with customers, coordinating with various internal and external teams, understanding customer needs and guiding them towards the appropriate resolutions.

• Creating ‘delight’ for the customer during the project life cycle post Sales
• Be the customers first point of contact. You are their advocate and champion and work directly with our internal team to help improve the NPS of the company.
• You will help own the relationship with our customers: initial onboarding and assisting with adherence to project timelines.
• You will be responsible for proactively communicating the project current stages incl payment milestones, payment collection and project completion
• You will respond to customer queries in a timely and effective manner, via phone, email, or chat applications
• You will help with conflict resolution. Identify and resolve challenges encountered by our customers
• You will help with documenting processes and logging technical issues, as well as customer compliments and complaints.
• You will provide documentation support for projects, and coordinate with various internal teams - field staff, warehouse and logistics teams and technical teams for task completion

Qualifications

• Qualifications: Graduate with 7+ years of experience in customer success.
• Expert knowledge in MS Office applications, Google Suite and CRM tools.
• Excellent communication - Malayalam
• Should be a problem solver and should be able to coordinate with multiple stakeholders and resolve conflicts with the customer
• Self-motivated, Go-getter, Ability to work in a fast paced environment
• This role needs very high Customer Empathy

Benefits

• Competetive Base Salary
• Opportinuty to mentor a team
• Opportunity to fast track your career in the solar industry in a hyper growth company

Location: Kochi

We are also accepting applications for this profile from Customer Support Manager, Customer Support Executive, Customer Relationship Manager

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Paid sick time
• Paid time off
• Provident Fund

Experience:

• industry: 7 years (Preferred)
• Customer relationship management: 3 years (Required)

Language:

• Malayalam (Required)

Work Location: In person