About Us: SUNROOOF is an innovative brand under the esteemed Magppie Group. SUNROOOF is the world's first lighting system which brings the experience and perks of sunlight inside any room. It changes its colours and brightness to match with the sky outside. SUNROOOF is innovation in the lighting industry and it is really the future of lighting. Our mission is to make dark and dull spaces infused with sunlight and positivity.

SUNROOOF is not just an aesthetical light fixture, it improves well-being of people by making them feel more joyful, focused, and improving sleep cycles through the visual simulation of real sunlight indoors.

Job Summary

You are the voice of our customers. You will systematically call our 800+ installed customers togather structured feedback on how they use SUNROOOF, what works, what doesn't, and what they'd like us to build next. You'll maintain a tight feedback database that directly feeds our product roadmap. Beyond feedback, you'll subtly surface expansion opportunities and occasionally introduce customers to new products we're launching.

Key Responsibilities

Calling Program

- Call 60–80 customers per month on a rotating basis (~270 per quarter)
- Reach the full 800-customer base within ~3 years
- Duration: 20–30 minutes per call
- Use standardized call script provided
- Be conversational, genuinely curious—not a survey script

Call Topics

- How they're using SUNROOOF (which rooms, frequency, features)
- What they like most / what surprised them
- What could be improved• Any issues or concerns
- General satisfaction & NPS

Data Management

- Log every call: customer name, date, products, key feedback, sentiment
- Maintain a master Google Sheet or CRM (we'll provide template)
- Update weekly; report monthly
- Data must be clean and accurate—no fuzzy notes or missing details
- Monthly:



pull insights by theme (feature requests, pain points, usage patterns)

Success Metric

90%+ call completion rate; clean, actionable data; monthly insight report delivered by the 5th of each

Secondary: Referrals & Growth (15%)

Subtle Referral Capture

- During calls, naturally ask: "Would you recommend SUNROOOF to a friend?" or "Who in your network might benefit from this?"
- If yes: capture the name and context (don't pitch—just note it)
- Pass all referral leads to Sales team with context
- You're not closing; you're surfacing

New Product Introduction (Occasional)

- When we launch new products/features, you'll be briefed on them
- Mention them naturally in calls if relevant to the customer's situation
- Example: We're launching X next quarter—does that sound interesting?
- No hard sell; no pressure; purely informational
- Flag any strong interest back to sales team

Tertiary: Customer Support Bridge (10%)

- If customers mention issues (technical, installation, service), note them
- Escalate urgent problems to Installation & Operations team within 24 hours
- Be a named point of contact: "If anything comes up, you can reach out to me"
- This is not your primary job, but don't ignore it

Tertiary: Synthesis & Reporting (5%)

Monthly Report (1 page)

- NPS snapshot (% promoters/detractors/passives)
- Top 3–5 feature requests
- Top 3–5 pain points
- Notable quotes or use cases
- Any urgent issues flagged

Quarterly Deep Dive (for product team)

- Trends across segments (residential vs. B2B, new vs. 6-month+ customers)
- Feature adoption rates
- Roadmap recommendations

Requirements• 2+ years in customer success, account management, customer service, or customer research

- Comfort with phone-based customer interaction and feedback collection
- Google Sheets or basic CRM tools (or willingness to learn)
- B2C or B2B environment experience

📌 Customer Experience Manager (New Delhi)
🏢 SUNROOOF
📍 New Delhi