Customer Service Manager (CSM)

Location-Gurgaon

Experience-8-10 Years

**Immediate joiners required

Role Overview The Customer Service Manager (CSM) will serve as the primary owner of customer delivery and engagement for assigned enterprise accounts. The role is responsible for driving successful implementation, adoption, delivery governance, release management, customer satisfaction, risk management, and escalation resolution while working closely with Product, Engineering, QA, Support, and Customer stakeholders.

The successful candidate should have experience working within a product-based software organization and possess the ability to balance customer expectations, product capabilities, delivery commitments, and business objectives.

Key ResponsibilitiesCustomer Relationship & Governance

- Act as the primary delivery and governance contact for assigned customer accounts.
- Build and maintain strong customer relationships across business and technology teams.
- Conduct governance reviews, status meetings, and steering committee discussions.
- Drive proactive communication on project progress, risks, dependencies, and milestones.
- Ensure alignment between customer expectations and delivery commitments.

Project & Delivery Management

- Lead end-to-end planning, execution, monitoring, and delivery of customer initiatives.
- Manage project schedules, milestones, risks, dependencies, and deliverables.
- Coordinate cross-functional teams to ensure timely and quality execution.
- Provide delivery visibility through periodic reporting and governance mechanisms.
- Manage scope, risks, and customer escalations effectively.

Product Implementation & Release Management

- Coordinate implementation, enhancement, upgrade, and rollout activities.
- Facilitate release planning and deployment readiness reviews.
- Drive UAT planning, execution tracking, defect resolution, and sign-off processes.
- Ensure successful go-live execution and post-production hypercare support.




- Support customers in adoption of new product capabilities and releases.

Risk, Issue & Escalation Management

- Identify and manage delivery, operational, and customer risks.
- Drive structured issue management and timely resolution.
- Coordinate root cause analysis and corrective actions for customer-impacting issues.
- Lead critical incident and escalation governance where required.

Cross-Functional Collaboration

- Work closely with Product, Engineering, QA, Support, PMO, and Business teams.
- Lead techno-functional discussions with customer and internal stakeholders.
- Facilitate alignment across multiple teams to achieve delivery objectives.

Operational Excellence

- Track key delivery metrics and customer commitments.
- Ensure adherence to governance and quality processes.
- Maintain project documentation, status reports, action trackers, and governance artifacts.
- Drive continuous improvement initiatives across delivery and customer engagement functions.
- Project P&L; tracking, ownership, and reporting
- Protecting annuity revenues and supporting Account Managers in expanding wallet share.

Required Skills & Experience

- 8-10 years of experience in Customer Delivery, Project Management, Customer Success, or IT Service Delivery roles.
- Experience working in a product-based software organization.
- Solid customer-facing communication and stakeholder management skills.
- Experience managing enterprise customer implementations and delivery programs.
- Good understanding of SDLC, Agile, Release Management, and Production Support processes.
- Experience managing enterprise customer escalations and governance forums.
- Ability to engage in techno-functional discussions with business and technology stakeholders.
- Familiarity with JIRA and project management tools.

Preferred Qualifications

- Bachelor's degree in related discipline.
- Experience working with BFSI customers.
- Understanding of APIs, integrations, enterprise applications, and database concepts.
- PMP, Agile, Scrum, or equivalent project management certifications preferred.

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