Relationship Manager

Key Responsibilities :

Customer Success Management :

• Manage core Customer Success activities such as onboarding, training, support, account management, service delivery, up-sells, and advocacy.
• Map and optimize the end-to-end customer journey by developing targeted interventions, driving engagement, analyzing data, and improving the overall experience.
• Collaborate with cross-functional teams (Sales, Operations, Marketing, Design, and Legal) to ensure a unified and consistent customer experience.
• Drive Customer Success outcomes including increased renewals, reduced churn, higher product adoption, and improved customer health scores.
• Align with Customer Delight and Sales teams to drive retention, renewals, and up-sells based on customer feedback and usage insights.

Customer Communication & Engagement :

• Serve as the primary point of contact for customers during project execution.
• Provide regular updates on project progress, timelines, and post-installation support.
• Handle customer complaints, queries, and escalations with empathy and urgency, ensuring swift and satisfactory resolution.
• Foster long-term relationships to enhance trust, satisfaction, and advocacy.

Escalation & Issue Resolution :

• Identify and address pain points during the design, installation, or documentation stages.
• Proactively manage and resolve customer escalations in coordination with internal teams.
• Ensure adherence to defined TAT (Turnaround Time) and NPS (Net Promoter Score) targets.

Quality Monitoring & Handover :

• Conduct post-installation quality checks (remotely or on-site) to ensure SolarSquare’s quality standards are met.
• Oversee accurate documentation of project status, net metering, compliance closure, and final handovers.
• Collect customer feedback and ensure proper closure of all deliverables.

Leadership & Team Development :

• Build and lead a world-class Customer Success team by recruiting, training, mentoring, and managing high-performing individuals.
• Promote adherence to SOPs and best practices across the Customer Success function.
• Measure and track team effectiveness using key performance metrics and operational goals.
• Share regular, constructive feedback with internal stakeholders to improve collaboration and outcomes.

Continuous Improvement :

• Capture and analyze customer insights to drive process improvements.
• Support initiatives to improve customer satisfaction (NPS), reduce cancellations, and increase referrals.
• Drive innovation in customer engagement and service delivery.