Customer Success Manager

2 days ago


Mumbai, Maharashtra, India KDM Telecom Solutions Full time

Job Title: Customer Success Manager

Location: Mumbai Central

Working Days: Monday to Saturday

Working Hours: 10:00 AM 7:00 PM

Job Purpose

To lead and manage team performance, drive process improvement initiatives, ensure customer satisfaction, and deliver high-priority tasks as assigned by management, contributing to the organizations operational efficiency and business objectives.

Key Responsibilities

Team Management

  • Oversee daily operations and manage employee productivity levels.
  • Provide leadership, coaching, and mentoring to the team to enhance skills and efficiency.
  • Conduct regular performance reviews and implement development plans.

Process Improvement

  • Identify gaps in existing processes and recommend solutions.
  • Implement and track process improvement initiatives to drive operational excellence.
  • Monitor the number and impact of improvement initiatives.
  • Reporting & Metrics
  • Prepare and present accurate reports on team performance and customer satisfaction to upper management.
  • Track KPIs and ensure data accuracy for management decision-making.

Customer Focus

  • Maintain high standards of customer satisfaction through proactive engagement and issue resolution.
  • Analyze customer feedback to identify trends and areas for improvement.

High-Priority Management Requirements

  • Undertake urgent assignments and strategic projects as directed by management.
  • Adapt quickly to changing priorities while ensuring quality outcomes.

Key Performance Indicators (KPIs)

  • Employee productivity levels
  • Number of process improvement initiatives implemented
  • Timeliness and quality of management reports
  • Customer satisfaction scores
  • Successful completion of high-priority assignments

Qualifications & Experience

  • Bachelor's degree in Business Administration, Management, or related field (Master's preferred)
  • years of experience in team management, process improvement, or similar roles
  • Strong analytical and problem-solving skills
  • Proficiency in MS Office and relevant reporting tools
  • Excellent communication and interpersonal skills


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