Job Title: Customer Success Manager
Location: Mumbai Central
Working Days: Monday to Saturday
Working Hours: 10:00 AM 7:00 PM
Salary: 10 LPA 12 LPA
Experience: 79 years
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 organization's operational efficiency and business objectives.Key ResponsibilitiesTeam 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
