Senior Manager – Fleet Customer Success

3 weeks ago

Pune, India Nivaata Systems Full time

Job Title: Senior Manager – Fleet Customer Success

Base Location: Pune
Package: ₹10–14 LPA
Department: Customer Success

About Routematic

Routematic is a leading employee transportation and mobility solutions provider, leveraging technology to deliver safe, efficient, and reliable commute experiences. We work with top enterprises to manage their end-to-end employee transport needs, driving both customer satisfaction and operational excellence.

Role Overview

The Senior Manager – Fleet Customer Success will be responsible for managing key fleet customers of Routematic, ensuring smooth delivery of commute services while driving high levels of customer satisfaction. This role will act as the bridge between clients, internal operations, and the helpdesk team, ensuring seamless communication, service excellence, and operational efficiency.

Key Responsibilities

  • Own end-to-end customer relationship management for assigned fleet clients.
  • Act as the primary escalation point for client stakeholders, ensuring service delivery within agreed SLAs.
  • Collaborate with internal operations and helpdesk teams to ensure smooth execution of daily fleet activities.
  • Monitor and report on customer satisfaction, fleet performance, and SLA adherence.
  • Lead client reviews, governance calls, and periodic business reviews.
  • Identify and resolve operational challenges proactively, ensuring minimal disruption in services.
  • Drive process improvements, automation, and best practices for better customer experience.
  • Support client onboarding, pilot runs, and demos at city/account level.
  • Mentor and guide the operations/helpdesk teams on customer-first practices.
  • Ensure compliance with safety standards, transport regulations, and client policies.

Requirements

  • MBA / Bachelor's, with 8–12 years of relevant experience.
  • Strong background in Customer Success, Fleet Operations, or Service Delivery (mobility/transport industry preferred).
  • Proven ability to manage enterprise clients and large-scale fleet operations.
  • Experience in managing cross-functional internal teams (operations, helpdesk, vendor partners).
  • Excellent communication, presentation, and stakeholder management skills.
  • Analytical mindset with ability to interpret data and drive decisions.
  • Strong problem-solving and conflict management abilities.

Key Skills

  • Customer Success & Client Management
  • Fleet Operations & Service Delivery
  • Team Leadership & Cross-functional Collaboration
  • SLA Compliance & Performance Management
  • Escalation & Risk Management
  • Data-driven Insights & Reporting

Job Types: Full-time, Permanent

Pay: ₹1,000, ₹1,400,000.00 per year

Benefits:

  • Health insurance
  • Provident Fund

Ability to commute/relocate:

  • Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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