Manomav has seen a growth in last 2 years which has transformed the work culture of Manomav. This work culture has also impacted the customers in recent past which enables Manomav to expand their services to more number of customers. With this change, it becomes imperative to represent the customer’s opinion in the transformed way of working of Manomav.
It has been decided by the management that Customer’s Success Manager (CSM) shall be a new position in Manomav who shall represent the customer’s opinion and will give seamless experience to the customers. CSM shall be a full time responsibility who will ensure that information reaches to the customers in the fastest possible way. In first phase, CSM shall ensure that customers are aware about the vendor invoice certification on their project.
Soon, the role of CSM shall be rolled out to provide information about the procurement, drawings requirement, mobilization / demobilization of resources, presence of engineers on site, ledgers reconciliation of customers, contract expiry and payment facilitation. Management of Manomav is happy to have customer’s direct representation in the company.
Abhinav Bhardwaj, Director – Manomav feels it is a very promising step however alignment of customers towards CSM will be challenging for few of the customers. We hope our customers will appreciate the effort and CSM will ensure to improve the customer satisfaction to the next level.