Customer Performance Manager (CPM)

Eila Solutions is seeking a dedicated and performance-driven Customer Performance Manager to join their team in Karachi. This role focuses on ensuring the optimal performance and uptime of customer equipment such as Cutters, Spreaders, Plotters, and related machinery. The Customer Performance Manager acts as the primary point of contact for customers, driving proactive engagement to monitor service delivery, identify potential issues early, and enhance customer satisfaction. The ideal candidate possesses strong skills in customer relationship management, analytical thinking, and performance monitoring, combined with a commitment to maintaining high service standards through KPI-driven oversight. The Customer Performance Manager works closely with technical and service teams to resolve equipment-related challenges, ensuring consistent service quality that supports customer retention and successful contract renewals. This position requires a proactive approach to problem identification and solution implementation while fostering solid, ongoing communication with clients to understand their operational needs. Candidates should have at least two years of relevant experience and excellent presentation abilities to effectively communicate equipment performance and service outcomes to customers and management.
Responsibilities

Monitor equipment performance and ensure maximum uptime for customer assets including Cutters, Spreaders, and Plotters.
Conduct regular check-ins and performance reviews with customers to assess equipment functionality and satisfaction levels.
Prepare and deliver detailed presentations to customers, highlighting key performance indicators and service delivery results.
Identify and analyze potential issues with equipment or services ahead of contract renewals, implementing preventative solutions.
Manage service delivery performance by tracking KPIs and uptime targets to meet organizational and customer standards.
Build and maintain strong relationships with customers by understanding their business operations and responding to their needs.
Collaborate closely with technical and service departments to resolve equipment-related performance issues swiftly and efficiently.
Support customer retention strategies by ensuring consistent equipment performance and high-quality service throughout the contract lifecycle.
Develop and provide comprehensive performance reports and actionable insights to senior management and clients.
Remain updated on industry best practices and technological advancements related to customer equipment to enhance service delivery.