At Sunlane (by Kraftwork Solar), we are building the digital backbone for residential solar and smart energy management. Our mission is to make the transition to clean energy seamless, reliable, and genuinely rewarding for homeowners through high-quality products and transparent advice.
Role Description
This is a full-time in office role as a Customer Success Manager located in Bhubaneshwar. You will be responsible for driving revenue of the company by ensuring the orders are moving ahead as per schedule - managing customer orders, communicating with customers, coordinating with various internal and external teams, understanding customer needs and guiding them towards the appropriate resolutions.
Customer delight
- Creating ‘delight’ for the customer during the project life cycle post Sales
- Be the customers first point of contact. You are their advocate and champion and work directly with our internal team to help improve the NPS of the company.
- You will help own the relationship with our customers:
initial onboarding and assisting with adherence to project timelines.
- You will be responsible for proactively communicating the project current stages incl payment milestones, payment collection and project completion
- You will respond to customer queries in a timely and effective manner, via phone, email, or chat applications
- You will help with conflict resolution. Identify and resolve challenges encountered by our customers
- You will help with documenting processes and logging technical issues, as well as customer compliments and complaints.
- You will provide documentation support for projects, and coordinate with various internal teams - field staff, warehouse and logistics teams and technical teams for task completion
Revenue driver
- You will aggressively maximise number of orders that are completed per month
- While Sales team will hand-over closed projects to you, you are responsible to convert Order book into revenue by ensuring all pr