Position: Project Manager/Customer Success Manager

Location- Noida Sector 125

Experience- 8-15 Years

During your time :-

- Client Relationship Management - Act as the senior point of contact and strategic relationship owner for key clients, ensuring clear, proactive communication and long-term partnership.
- Team Leadership - Lead, mentor and scale the Customer Success team(s) across regions; drive motivation, capability building and alignment with business goals.
- Strategic Account Planning - Own account strategy, renewals and growth plans; align Sales, Product, Engineering and Operations around customer outcomes.
- Project Planning and Execution - Oversee multiple large-scale project portfolios, including schedules, scopes and budget estimations. Ensure seamless integration and execution of project plans. Track progress, identify and mitigate risks, and implement corrective actions as needed. Present portfolio status and results to leadership.
- Analytical Monitoring - Build and track metrics (SLA adherence, CSAT, account health) to identify potential issues early and drive effective, data-backed solutions. Adapt scope, timelines and costs as necessary.
- Customer Interaction & Escalation Management - Own critical customer escalations end-to-end, ensuring professional handling, timely resolution and high standards of service delivery.
- SLA & Governance - Define and maintain Service Level Agreements (SLAs) and governance frameworks in line with client requirements; conduct periodic reviews with client leadership.
- Budget Management - Own budgeting and cost estimation for managed accounts/projects to ensure financial viability and profitability.
- IT Systems Management - Drive integration, adoption and standardization of IT/CRM/project-tracking systems across the team. Coordinate with IT teams to ensure technical requirements are met.
- End Customers needs to be Govt Utilities, DISCOMS or any govt department like Railways, Defence,



Airports - relation with govt entities.
- Candidates should have strong experience of working with both Hardware and Software Products, ideally within the IoT / smart metering / utility domain.
- Candidate may be asked to travel at Project locations as we have project across PAN India once a week.
- Will be managing a team of 3-4 people and will report to COO of the company.

Required Qualifications

- Bachelor's degree or equivalent in Engineering or a related field (PGDM/MBA a plus).
- 8-15 years of experience in smart metering, utilities, DISCOMS or distribution grids and govt depts, including experience in a senior leadership / people-management role.
- Proven experience managing large enterprise/government accounts, customer management, site/field team supervision, and involvement in AMI projects, EPC projects, SLA maintenance, project cost calculation, and IT system management.
- Strong stakeholder management skills, including engagement with CXO-level and senior government officials.
- Ability to work independently, manage multiple priorities, and thrive in a dynamic, rapid-paced environment.
- Demonstrated problem-solving skills and a strong bias for action.
- High level of ownership and a commitment to achieving organizational and project goals.
- Ability to coordinate with site teams and IT teams to meet client requirements and maintain SLA.
- Strong analytical and critical thinking skills.

Preferred Skills

- Excellent communication, presentation, negotiation and interpersonal skills.
- Strong analytical and reporting skills, with proficiency in Excel, Word, PowerPoint and any Project Tracking Software.
- Strong leadership, coaching and team management capabilities, with experience managing managers.
- Experience working with government/PSU clients and familiarity with public procurement processes is a plus.
- Advanced skills in Excel, Word, PowerPoint and any Project Tracking Software.
- Ability to identify and solve complex problems efficiently at scale.

📌 Senior Project Manager/Customer Success Manager (Noida)
🏢 MGrow Education
📍 Noida