Head Customer facilitation

Responsibilities

Key Performance Indicators (KPIs)

Customer Facilitation & Post-PPA Management

• In sync with C&I BD team ensure coordination with all C&I customers post-COD and throughout the operational phase.
• Ensure adherence to all commercial, technical, and legal terms outlined in the PPA, Scheduling Agreement, Wheeling Agreement, Banking provisions, etc., by both the customer and the company.
• Track fulfilment of conditions precedent (CPs) and coordinate internal teams for timely completion.
• Conduct regular customer review meetings to track project progress, compliance, and issue resolution.

1. Ensure 100% compliance with all contractual obligations (PPA, Scheduling, Wheeling, Banking) by both customer and company, tracked quarterly.
2. Conduct  structured review meeting for customer and resolve  identified issues within agreed timelines.

Regulatory Approvals & Compliance (Open Access)

• Lead end-to-end coordination for Open Access approvals including:

• No-objection Certificates (NOCs)
• SLDC/ RLDC approvals
• Wheeling & Banking approvals
• Connectivity & metering approvals
• Synchronisation & COD certifications

• Maintain strong relationships with DISCOMs, SLDCs, state nodal agencies, and regulators.
• Continuously track regulatory updates in each operating state and proactively assess their impact on existing and new C&I PPAs.

1. Achieve 100% timely completion of Open Access approvals (NOCs, SLDC/RLDC, Wheeling, Banking, Connectivity, COD) as per project schedule.

2. Publish monthly regulatory impact assessment reports for all operating states and ensure proactive compliance with new regulations within 30 days of notification.

Billing, Settlements & Commercial Administration

• Ensure monthly billing and settlement cycles for all C&I customers including:

• Energy billing
• Wheeling, banking, and transmission charges
• Reconciliation of deviations
• Cross-checking SLDC/DISCOM data
• Collection

Ensure timely invoices with zero errors.

• Coordinate with finance, scheduling, and project operations teams to validate data.
• Resolve any billing-related disputes in a professional and transparent manner.
• Educate customers on billing formats, settlement reports, and regulatory components.

 1.Ensure 100% on-time and error-free monthly billing and settlement for all C&I customers, verified against SLDC/DISCOM data.

2.Resolve billing-related disputes within --business days and maintain customer satisfaction score of ≥ --for billing transparency and support.

Customer Dispute Resolution & Issue Management

• Take accountability for all customer grievances and disputes, including technical, commercial, billing, scheduling, regulatory, and performance matters.
• Develop a formal Customer Issue Resolution Framework to ensure timely closure.
• Lead escalations involving legal, regulatory, engineering, and commercial teams.
• Ensure all communication is professional, well-documented, and aligned with the company’s customer service standards.
• Conduct root-cause analysis for repetitive issues and initiate corrective actions.

Cross-Functional Coordination

• Work closely with Project Execution Team, O&M Team, Regulatory Team, Finance Team & Legal
• Ensure customers always have transparent, accurate, and timely information

1.Ensure 100% timely information sharing with internal teams for customer queries and project updates (tracked via SLA compliance).

2.Achieve ≥ 90% internal stakeholder satisfaction score for coordination effectiveness in quarterly surveys.

Customer Retention & Relationship Management

• Build long-term relationships with C&I customers, understanding their evolving energy needs.
• Support the Sales team with renewal discussions, upselling hybrid + storage, or expanding supply to more facilities.
• Maintain updated intelligence on competitor performance and market practices.

1. Maintain customer retention rate ≥ 95% for existing C&I customers annually.

2. Support sales team in upsell opportunities with timely technical and commercial inputs.

Industry & Market Intelligence

• Stay abreast of developments in:

• C&I energy policies
• Open access regulations
• Tariff changes
• Grid constraints and scheduling norms
• Emerging C&I trends (Green Open Access, RE Certificates, RTC structures, etc.)

• Share market intelligence with senior leadership and product development teams.

1.Deliver monthly market intelligence reports covering regulatory changes, tariff trends, and emerging technologies.

2.Conduct knowledge-sharing sessions per quarter with senior leadership and product development teams.

Additional Responsibility – C&I Business Development (Specific States)

Take on direct sales responsibility for selected focus states (to be mutually decided with Chief Business Officer and C&I Business Development Lead).

• Activities include:

• Customer identification and qualification
• Initial technical and commercial discussions
• Coordination with pricing, regulatory, and legal teams
• Supporting bid preparation and proposal submissions
• Achieving annual sales and margin targets for assigned states
• For all C&I sales responsibilities, the role will dotted-line report to the C&I Business Development Head.

1. Achieve 100% of annual sales and margin targets for assigned states.