Cluster Lead

Key Roles & Responsibilities: 

• Introduce different processes and initiatives ensuring standardization of every center and Customer Satisfaction (CSAT).  
• Create a collaborative community environment among members through the Community Managers and other departments to drive CSAT. Mapping and managing the lifecycle of a client from the time of move-in to departure.  
• Understand customer demography and thereby custom develop the experiences of the clients, to ensure maximum usage of facilities, amenities etc.
• Understand data and be able to interpret business logic. 
• Renewals and expansions.
• Ensure that buildings are fully operational, and processes are running smoothly.  
• End to end management of client relationship in respective centers. 
• Extensive Team Management and Growth.  
• Internal stakeholder management.  
• This role is responsible for end-to-end management of clients since the time they start interacting with Smartworks. 

Presales:  

• Understanding the client requirements along with our internal stakeholders like Design, Sales and Partnerships.  
• Making sure that the requirements are documented and signed off by clients.  
• Internal delivery timelines tracking and continuously interacting with the clients managing the expectations.  

Post Sales:  

• Upsell and cross sell of services to the clients from the array of services that SW has to provide. Continuously working with the Partnerships team to get more services which could benefit the clients while being in SW 
• Working with internal stakeholders ensuring smooth operations of the clients.  
• Act as Customer voice in the organization and vice versa and be the customer champion for all service expectations exceed customers expectations through the customer lifecycle increase. 
• Provide support to customers or training on products to help customers plan and understand the best ways to utilize company products basis needs and business plans. 
• Handle escalations and special requests of customers related to aspects like performance quality and improvements. Ability to follow up and ensure that the committed SLA for resolution is met. 
• Renewals and retention of the client.  

Skills & Qualification Required: 

• BA / BS or equivalent in Business, Marketing, Hospitality or other related degrees. 
• 10+ years of experience in a client facing role.  
• Thrive in a fast-paced environment while maintaining excellent attention to detail 
• Strong communication, organization, and project management skills 
• 3+ years of people management experience is a must; experience managing teams of 5+ people preferred