Regional Customer Satisfaction Lead

7 days ago

Mumbai, Maharashtra, India beBeeExpert Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Job Title: Service Delivery Expert


Service Delivery Expert Job Description

As a Service Delivery Expert, you will be responsible for ensuring timely and cost-effective delivery of services to customers in their region.


  1. Build and maintain customer relationships by coordinating with support teams and delivery partners in other geographies.
  2. Own and drive teams to ensure services are delivered according to contractual requirements in the most cost-effective manner.
  3. Identify customer satisfaction issues early on and develop plans to address them.
  4. Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews and track open issues until closure.
  5. Develop and maintain account support plans, including customer contact lists, IT environments, service level objectives, and key process procedures.


Key Responsibilities:
  • Manage customer account satisfaction (CSAT score).
  • Analyze root causes of customer dissatisfaction issues and seek ways to improve processes or systems.
  • Manage performance of service partners to ensure service levels and scope of work are achieved accordingly.
  • Manage SLA and other key service metrics on a weekly/monthly basis.
  • Identify cost-saving opportunities and drive cost-saving plans.


Requirements:
  • Bachelor's degree in Computer Science, Engineering, or Business Administration.
  • 15+ years experience in service delivery, managing service delivery partners, and managing customer satisfaction.
  • At least 3 years experience working with clients.
  • Ability to manage multiple complex customer situations simultaneously.
  • Excellent interpersonal and communications skills.
  • Excellent oral and written English skills.
  • Hands-on experience with x86 servers, storage, VMware, Linux, and Windows servers.
  • At least 5 years experience in server & storage maintenance services.
  • At least 2 years experience in Account management.

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