Technical Customer Service Lead (STP/ETP/ZLD Operations) Technical Customer Service Lead (STP/ETP/ZLD Operations)
At DigitalPaani, we're building the future of water to help meet up to 65% of urban water needs and solve the growing water and climate crisis across the world.
Today, 75% of the wastewater treatment facilities (STPs/ ETPs) in factories and buildings don’t work properly because the expertise and data to handle such complex operations doesn’t exist at the ground level. Our IoT-enabled software platform for water is serving this $17 billion opportunity by managing the complete operations cycle for each one of these facilities and transforming them into compliant units delivering high quality water. We've been awarded by Niti Aayog and FICCI for our innovative approach, backed by international investors like Elemental Excelerator (first Asian company in their portfolio!) as well as founders of companies like Delhivery and Urban Ladder, and are serving customers like Tata Power, Taj Hotels, Dr Reddy, Delhi Jal Board, and more.
We’re now looking for a Customer Service Lead to join our team from Stanford and IIT-Delhi to solve meaningful problems at scale. This is an unparalleled opportunity to drive innovation in the water sector and grow a company making a big splash in the space.
About the role
You will be responsible for ensuring timely support and services to our customers across the 3 sectors - buildings, industrial and municipal. In particular, this role will entail:
Ensuring DigitalPaani is delivering on its key KPIs in all customer facilities and ensuring 95+% customer satisfaction. This involves:
Leading and managing a team of service managers, a remote management team, and potentially a set of domain experts. There is room for further role growth too.
Driving strong product implementation by the internal team and good utilization and training on the product by all customers, operators and so on
Managing the set of service providers involved in rendering O&M services in partnership with us, which includes providing the right manpower, chemicals, doing timely maintenance, and so on
Providing technical support and assistance to customers on complex issues related to treatment processes, equipment, and systems
Serving as the primary highest point of contact for all customer accounts for any issues related to DigitalPaani services
Developing and implementing customer success metrics and KPIs to track customer satisfaction and retention rates
Maintaining strong relationships and feedback gathering points with all customers
Ensuring significant success stories and model sites where we exceeded customer expectations in each segment and geography
Working collaboratively with sales and product teams to identify and develop opportunities for upselling and cross-selling with customers, and working on expanding the customer account by driving good relationships
Monitoring customer health and usage of our products to identify potential areas for improvement in the product and IoT implementation
Acting as a customer advocate within the company, ensuring that customer feedback is heard and acted upon
Driving operational excellence in DigitalPaani team involved in customer delivery by aggressively tracking TATs, overseeing any oversights by the team, identifying root cause for every issue, and working at eliminating them at the root
About you
The person we’re looking for has:
Bachelor's degree in a relevant field such as chemical or environmental engineering or a related discipline.
At least 10 years of experience in technical customer service and account management ideally in the water treatment industry but strong process industry experience such as in refineries, oil and gas, paper and so on may be suitable as well
Strong technical skills and ability to troubleshoot technical challenges, including willingness to quickly gain knowledge of water treatment processes, equipment, and systems especially ETPs and ZLDs
Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers
Willingness to travel to customer sites as needed
Familiarity with customer success metrics such as churn, renewal rates, and customer satisfaction scores
Aggressive focus on operations management and driving efficiency as well as holding the team to high standards
Ability to work collaboratively with cross-functional teams and stakeholders
Strong problem-solving skills and ability to adapt to changing circumstances
More than anything else...great attitude! Humility, ownership, growth mindset, speed, can-do attitude, collaboration, open communication, and logic-not-hierarchy-as-a-base-for-decisions are key.
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