Customer Success Manager

Role Overview

We are looking for a highly driven and ownership-oriented professional to manage end-to-end operations for our IoT GPS solutions business. This role involves handling client relationships, vendor coordination, device deployment, and ongoing service management, ensuring seamless delivery and high customer satisfaction.

The ideal candidate should be comfortable working at the intersection of technology, operations, and client success, with strong problem-solving and communication skills.

Key Responsibilities

1. Client Account Management

• Own and manage end-to-end client lifecycle from onboarding to ongoing support
• Act as the primary point of contact for all client communications
• Handle client escalations, ensuring timely resolution with high satisfaction
• Provide regular updates on deployment status, system performance, and issue resolution
• Build long-term relationships with key stakeholders

2. Vendor & Partner Management

• Coordinate with GPS hardware vendors for device sourcing, inventory, and quality checks
• Manage vendor relationships for:
• Hardware supply
• SIM provisioning
• Installation & maintenance support
• Ensure timely delivery, installation, and issue resolution
• Track vendor performance and ensure SLA compliance

3. Operations & Deployment

• Oversee end-to-end GPS device deployment across client fleets
• Coordinate installations with field teams and vendors
• Ensure proper API integration and data flow from devices to client systems
• Maintain deployment timelines and execution efficiency

4. Technical Coordination & Issue Resolution

• Troubleshoot GPS devices, APIs, and software-related issues
• Identify root causes and coordinate with internal tech teams/vendor partners
• Ensure quick turnaround time for issue resolution
• Maintain documentation for recurring issues and fixes

5. Service Excellence & SLA Management

• Monitor system performance and ensure uptime and reliability
• Ensure adherence to defined SLAs and service benchmarks
• Drive proactive monitoring and preventive maintenance

6. Customer Success & Retention

Manage a portfolio of high-value client accounts

Support clients with:

• Billing queries
• Plan upgrades
• Service-related concerns
• Ensure high customer satisfaction and retention
• Identify upsell/cross-sell opportunities

7. Reporting & Documentation

• Maintain accurate records of:
• Client accounts
• Device inventory
• Issue logs & resolutions
• Provide regular MIS reports on:
• Deployment status
• SLA performance

Required Skills & Qualifications

• 3-4 years of experience in:
• IoT / GPS / Telematics / SaaS / Operations / Customer Success
• Strong client handling & escalation management experience
• Experience in vendor coordination and operations management

Basic understanding of:

• APIs
• GPS tracking systems
• IoT devices
• Excellent communication and stakeholder management skills
• Ability to handle multiple accounts and priorities independently

Good to Have

• Experience in fleet management / telematics industry
• Familiarity with platforms like Map APIs (e.g., MapMyIndia / Google Maps)
• Experience working in tri-party agreements or multi-vendor setups