Client Success and Service Operations Lead

Client invites applications for a Client Success and Service Operations Lead, a pivotal role ensuring smooth and timely resolution of customer issues related to electrical distribution products. This position blends customer engagement, technical coordination, and operational excellence to maintain long-term client confidence and satisfaction.

What You ll Do

• Serve as the first point of contact for client inquiries concerning power systems, transformers, switchgear, and related technologies.
• Log, track, and manage service tickets through Salesforce with exceptional accuracy, ensuring all case notes, priorities, and resolutions are fully documented.
• Liaise with service technicians, engineering teams, and operations management to troubleshoot and resolve technical issues.
• Conduct investigation and analysis of escalated cases, identifying root causes and implementing both corrective actions and future-prevention measures.
• Keep clients informed throughout the resolution process by providing transparent and timely updates.
• Manage warranty and service obligations, ensuring compliance with internal SLAs and client agreements.
• Recognize recurring issues, contributing feedback and process improvements to enhance overall service delivery.
• Develop after-action summaries and executive updates highlighting key findings, trends, and performance metrics.

Who You Are

• Bachelor s degree or equivalent professional experience ideally 5 10 years in customer support or project operations within the electrical or power generation sector.
• Deep familiarity with electrical systems, specifically transformers and switchboards (hands-on or field understanding preferred).
• Proficient in Salesforce (minimum of five years), comfortable handling case workflows, reporting, and customer data management.
• Highly organized, detail-driven, and efficient at balancing multiple concurrent cases.
• Exceptional communicator adept at simplifying technical details for diverse audiences.
• Calm and thoughtful under pressure, with strong analytical and follow-through capabilities.

Desirable Extras

• Background in electrical engineering, field service, or technical customer operations.
• Certifications in service excellence, process improvement, or troubleshooting frameworks such as Six Sigma or ITIL.
• Previous exposure to service scheduling or technician coordination tools.