About the Role

At our organization, customer satisfaction doesn't end after the sale—it extends across the entire customer lifecycle. We are seeking an empathetic, assertive, and results-driven Customer Delight Manager to lead our client communications, payments, and collections lifecycle.

In this role, you will redefine the collections process by turning potential payment friction into positive customer interactions. You will be responsible for driving timely payment recoveries, resolving client grievances, and maintaining high retention and satisfaction levels.

Key Responsibilities

- Collection & Outstanding Management: Lead proactive follow-ups for payment milestones, outstanding dues, and overdue accounts across individual/corporate clients.
- Empathetic Grievance Resolution: Identify root causes of delayed payments (e.g., service issues, billing discrepancies, or technical delays), coordinate internally to resolve them, and unlock payment clearances.
- Customer Relationship Enhancement: Build strong trust with clients through explicit, regular, and professional communication, ensuring payment collection reinforces customer loyalty rather than straining it.
- Payment Plans & Negotiation: Work with clients experiencing genuine financial or operational constraints to structure viable payment schedules while protecting company cash flow.
- Cross-Functional Coordination: Collaborate with Sales, Project Operations, Billing,



and Legal teams to reconcile accounts, address service tickets, and accelerate payment release.
- Process Optimization & Automation: Implement structured reminders, automated payment links, and escalation matrices to streamline receivables and reduce Days Sales Outstanding (DSO).
- Reporting & Analytics: Maintain accurate collection dashboards, track recovery metrics, age-wise bucket movements, and present monthly cash inflow forecasts to management.

Key Qualifications & Requirements

- Experience: 3–6 years of experience in Customer Success, Collections, Relationship Management, or Account Management handling B2B/B2C portfolios.
- Soft Skills & Mindset: Excellent active listening, conflict resolution, and negotiation skills with a customer-centric approach.
- Communication: Exceptional verbal and written communication in English and Hindi (ability to remain firm yet polite during critical payment discussions).
- Problem-Solving: Sharp analytical ability to understand billing terms, contractual clauses, and operational workflows.
- Tools: Proficiency in CRM software (Zoho, Salesforce, or similar), MS Excel, and billing/accounting management systems.

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits:

- Cell phone reimbursement
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Delight Manager (Gurugram)
🏢 Spectra Televentures PVT.LTD.
📍 Gurugram