Senior Customer Relationship Manager

Role & responsibilities

Customer Interface & Naval Coordination

• Serve as the primary coordination point between the Company and the Indian Navy,

Indian Coast Guard, Defence Shipyards, and associated agencies.

• Facilitate smooth communication between customers and internal stakeholders.
• Assist internal teams in understanding customer expectations, operational requirements, and service conditions.
• Support customer meetings, technical discussions, inspections, trials, and programme

reviews.

Requirements Management

• Interpret operational, maintenance, and technical requirements received from customers.
• Translate customer feedback and operational inputs into actionable engineering and programme requirements.
• Ensure customer requirements are clearly communicated to Design, Production, Quality, and Project teams.
• Track closure of customer observations and action items.

Programme Coordination

• Coordinate activities across Design Engineering, Quality Assurance, Production, Supply Chain, Project Management, Integration & Testing, and Commissioning teams.
• Monitor programme progress and identify execution bottlenecks.
• Facilitate cross-functional coordination to improve programme efficiency and responsiveness.
• Support planning and execution of major programme milestones.

Product & Lifecycle Support

• Provide user and maintainer perspectives during product development and improvement activities.
• Support Product Life Support initiatives including maintenance planning, spares provisioning, upgrades, and technical support.
• Assist in development of maintenance documentation, operating procedures,

troubleshooting guides, and training material.

• Support defect investigations and root cause analysis activities.

Trials, Testing & Acceptance

• Coordinate customer participation during FAT, HAT, SAT, harbour trials, sea trials, and

acceptance activities.

• Support preparation for inspections, demonstrations, and technical evaluations.
• Assist internal teams in addressing customer observations and technical concerns.
• Ensure timely closure of trial and inspection observations.

Knowledge & Process Development

• Guide internal teams on Naval procedures, documentation requirements, approval

processes, and customer expectations.

• Develop institutional knowledge regarding customer processes, maintenance

philosophies, and operational practices.

• Support development of customer engagement and lifecycle support strategies.
• Promote customer-centric thinking across the organization.