Smartworks Coworking Spaces - Cluster Lead - Community Management

Designation: Cluster Lead.

Department: Account Management.

Job description

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.