Customer SupportIoT & Smart Infrastructure

Customer Success Manager

Pune, India
The Company

Planet Smart City fosters a culture of inclusivity that reflects our mission in addressing one of the most pressing current global issues: affordable housing. More than 1.6 billion people currently live in unsafe and overcrowded housing. We create cities and districts that are economically, environmentally and socially sustainable by integrating the best architecture and engineering with the use of smart technology, digitalisation, resilient infrastructure and intelligent urban planning to provide high-quality, low-cost homes not only for today but for future generations. People and communities are put at the heart of our neighbourhoods, improving lives by enabling a circular economy and offering social innovation programmes, which help promote strong and supportive communities that nurture relationships and are enriched with services at a local level. By embracing high-impact, long-term value creation in all our projects, we want to change cities and lives for the better. Together, we are pioneering new standards for affordable housing which will create lasting value for our business and society present and future.

Job description

PlanetSmartcity is looking for a Customer Success Manager who can take ownership and lead the customer relationship and support for all the Planet Digital App and IoT Solutions Implementations in Pune, India. PS: This is an immediate requirement

Responsabilities
  • IoT product-related customer support and relationship management

Experience & Skills Essential
  • 3 to 12 years of experience in Customer support and relationship management.

  • Experience in working with multiple customer requests and project management.

  • Experience in both in-person customer support in the field as well as remote on-call, WhatsApp support to manage customer requests.

  • Experience in working with ticket management tools to manage different priorities of production issues (both software, app, and hardware).

  • Experience in IoT (Internet of things) or smart home or smart devices domain to manage issues related to hardware, Sensors, networks, and app.

  • Proven Experience in typical failures or issues with IoT devices and networks to manage customer expectations as per the SLA.

  • Ability to handle customers from different levels of technical backgrounds, help them train, and enable them to use the app with remote support.

  • Help drive the customer training as part of IoT or mobile app implementation.

  • Work closely with hardware vendors to plan the customer implementations and plan and execute field testing to ensure the implementations are working as per the standards before handing them over to customers.

  • Strong knowledge of digital applications and IoT product-related support.

  • Strong experience in production and postproduction support.

  • Experience of going to the customer site and managing/overseeing the hardware installations and providing the necessary support to complete the implementations without any escalations.

  • Ability to manage a team of customer support personnel to help drive the customer experience and act as a brand ambassador for the Planet brand through exceptional support process and management.

  • Flexible, mature, passionate, and people-focused personality.

Preferable
  • Experience from smart building or smart home products support.

Preferable
  • ITIL / Six Sigma certification.


IJP : IN-707
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