About The Client

Our client is at the forefront of revolutionizing water management through cutting-edge IoT-enabled solutions, addressing critical challenges in the global water and climate crisis. By optimizing the operations of wastewater treatment facilities (STPs/ETPs) in industries and urban infrastructures, they ensure compliance, improve water quality, and enhance efficiency. Their innovative platform empowers businesses to transform underperforming water systems into sustainable, high-functioning units, helping to meet up to 65% of urban water demands. Recognized by leading bodies like Niti Aayog and FICCI and backed by prominent investors, they serve top-tier customers such as Tata Power, Taj Hotels, and Delhi Jal Board.

As part of their mission to drive impactful change, we are seeking a Customer Service Lead to join their team. This role offers a unique opportunity to work at the intersection of technology and sustainability, ensuring exceptional customer experiences and leading the way in water innovation.

Responsibilities and Duties

• Ensuring key KPIs are met in all customer facilities and achieving 95+% customer satisfaction.
  • Leading and managing a team of service managers, a remote management team, and potentially a set of domain experts, with room for further role growth.
  • Driving strong product implementation by the internal team and ensuring good utilization and training on the product for all customers and operators.
  • Managing service providers involved in delivering O&M services, including providing the right manpower, chemicals, and timely maintenance.
  • Providing technical support and assistance to customers on complex issues related to treatment processes, equipment, and systems.
  • Serving as the primary highest point of contact for all customer accounts for any issues related to services.
  • Developing and implementing customer success metrics and KPIs to track customer satisfaction and retention rates.
  • Maintaining strong relationships and gathering feedback from all customers.
  • Ensuring significant success stories and model sites where customer expectations were exceeded in each segment and geography.
  • Working collaboratively with sales and product teams to identify and develop opportunities for upselling and cross-selling with customers, and expanding customer accounts through strong relationships.
• Monitoring customer health and usage of products to identify potential areas for improvement in the product and IoT implementation.
• Acting as a customer advocate within the company, ensuring that customer feedback is heard and acted upon.
• Driving operational excellence in the team involved in customer delivery by aggressively tracking TATs, overseeing any oversights by the team, identifying root causes for every issue, and working to eliminate them at the root.

Educational Qualification

• Bachelor's degree in a relevant field such as chemical or environmental engineering or a related discipline.

Work experience and other skills

• At least 10 years of experience in technical customer service and account management, ideally in the water treatment industry, though experience in process industries like refineries, oil and gas, or paper may also be suitable.
• Strong technical skills with the ability to troubleshoot challenges, including a willingness to quickly gain knowledge of water treatment processes, equipment, and systems, especially ETPs and ZLDs.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers.
• Willingness to travel to customer sites as needed.