Customer Success Manager

Job Overview:

As a Customer Success Manager at Serein, you will be responsible for coordinating with clients and internal teams to deliver successful project outcomes. You’ll be the primary liaison between Serein’s design and build teams and our clients, ensuring that expectations are managed, timelines are met, and any issues are swiftly resolved. You’ll help drive client satisfaction, build strong relationships, and contribute to our reputation for excellence in office design and build services.

Key Responsibility:

• Client Onboarding and Project Planning (Communication) :

  Facilitate smooth client onboarding and define project scope, objectives, and deliverables in collaboration with internal teams.

• SPOC for Clients:

  Serve as the primary point of contact for clients, ensuring clear communication, timely updates, and a proactive approach to managing expectations and addressing concerns.

• Project Coordination:

  Work closely with Serein’s design, build, and operations teams to coordinate all aspects of project execution, including scheduling, milestones, and resource allocation.

• Relationship Management:

  Build and nurture strong, positive relationships with clients, understanding their needs and ensuring Serein’s solutions exceed expectations.

• Progress Tracking and Reporting:

  Regularly update clients on project status, budget, and timelines, providing reports and managing any changes or challenges that arise.

• Issue Resolution:

  Act as the first line of support for client issues, working with relevant teams to troubleshoot and resolve any obstacles to ensure client satisfaction.

• Feedback and Continuous Improvement:

  Gather client feedback post-project, identify areas for improvement, and work with internal teams to enhance our service and delivery processes.

[Additional Note for Clarity : This is NOT a Sales role. It’s a communication role.]

[Further, candidate must be from

Requirements:

• Experience:

  3+ years of experience in customer success, client relations, project management, or a related role, ideally within the design, architecture, or construction industry.

• Communication Skills:

  Exceptional verbal and written communication skills, with the ability to manage client expectations and foster strong client relationships.

• Project Management:

  Solid project management skills, with the ability to handle multiple projects simultaneously and keep timelines, budgets, and deliverables on track.

• Problem-Solving:

  Proactive, solution-oriented approach with a keen ability to handle client issues calmly and professionally.

• Team Collaboration:

  Strong team player who can work effectively across departments to ensure project success.

• Attention to Detail:

  Meticulous with an eye for detail to ensure project deliverables meet both client and Serein’s standards.

Location: Ghitorni, Delhi | Immediate Joiner required