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Dgm- Customer Implementation
4 weeks ago
Position Name Customer Implementation Manager
Job Band 3
ROLES & RESPONSIBILITIES
Job Purpose/Objective
Ensure successful implementation and onboarding of customers onto a company's products or services. This role involves working closely with both internal teams and external customer to understand their needs, develop implementation plans, and setup the execution of these plans, collaborate with internal teams, and strive to exceed customer expectations while contributing to the organization's overall success.
Key responsibilities
Project Management: Managing the end-to-end customer onboarding process, including scoping, planning, and executing. This involves coordinating with various teams within the organization, such as sales, product execution, and customer support, to ensure a smooth transition of the customer.
Customer Engagement: Building strong relationships with customers by actively engaging with them throughout the implementation process. This involves understanding their requirements, addressing any concerns or issues, and providing regular updates on progress.
Solution Design: Collaborating with internal teams to design and configure solutions that meet the specific needs of each customer. This may involve customization, integration, or configuration of the company's products or services to align with the customer's requirements. Enable the customer digitally within the organization, institutionalize customers’ repetitive requirements.
Training and Support: Providing training and support to customers to ensure they have a clear understanding of the product or service and can effectively utilize it. This may involve conducting training sessions, creating user documentation, and being available to answer customer inquiries.
Troubleshooting and Issue Resolution: Acting as a point of contact for customers during the implementation phase, addressing any technical or operational issues that may arise. This includes coordinating with internal teams to troubleshoot problems and find timely resolutions.
Continuous Improvement: Collecting customer feedback and insights during the implementation process to identify areas for improvement. This may involve providing feedback to internal teams regarding product enhancements, process optimizations, or additional customer support resources.
- QUALIFICATIONS & COMPETENCIES
Skills and Competencies - Customer orientation (understanding customer needs as given above)
- Proven experience in a customer-facing role, such as customer success, account management, or client services.
- Analytical skills (KPIs/ dashboards/ reviews)
- Strong communication (as the liaison between the customer and DPW) including listening/ patience
- Influencing skills
- Ability to manage multiple customer accounts simultaneously, prioritizing tasks and delivering exceptional service.
- Financial knowledge (basic understanding of Finance - cash flow/ credit/ EBITDA/ PAT/ ROCE etc.)
- Resourcefulness - ability to find solutions to solve customer issues
- Innovative thinking (for out of the box solutions)
Stakeholder Internal: Commercial Team
External: Customers / External Vendors
- Educational Qualification (min) Master’s in business administration
- Range/ Min no of years - of overall Experience required
8-10 years
- Min no of years of Industry specific experience required, if any & the industry type
6-8 years of experience in logistics industry would be preferred
