Team Lead - Customer Success

About the role

Alfa Laval is seeking a Team Lead – Customer Success to head a dedicated execution team focused on Service Agreements in the India cluster. The role bridges customers, sales, service operations, factories and product experts to ensure contractual commitments, equipment uptime and superior customer experience are consistently delivered.

Key responsibilities

• Lead, coach and develop the Customer Success execution team, allocate workload and set performance goals.
• Oversee end‑to‑end execution of Service Agreement orders, ensuring on‑time delivery, scope compliance and high satisfaction.
• Drive material planning and inventory management to guarantee availability of critical spare parts.
• Manage stakeholder coordination across parts distribution, service centres, operations, product experts and finance.
• Own Conveyor Exchange Pool operations to support customer uptime commitments.
• Handle customer escalations, coordinate cross‑functional resources and maintain proactive communication.
• Ensure adherence to processes, identify gaps and lead continuous‑improvement initiatives.
• Track commercial and financial performance, including order booking, invoicing and key account execution.

Required profile

• Degree in Engineering, Business Administration or related field.
• 7‑9 years of total experience, with at least 2‑3 years in a leadership or supervisory role.
• Background in contract management, aftermarket services or industrial equipment sectors.
• Hands‑on experience with service agreements, key accounts, material planning and inventory management.
• Strong stakeholder management and problem‑solving abilities.
• Customer‑centric mindset with a passion for delivering superior service.