Customer Success Manager

Responsibilities

• Led and developed a Customer Success team by training andequipping members with tactical problem-solving skills, improving first-contactresolution rates
• Coordinated cross-functionally with Operations and keystakeholders to support customers and service partners across 4,000+ sites,ensuring seamless issue resolution and service continuity, Web cloud basedcontract system CACI
• Main engagement done over WhatsApp and verbal call. BetterTouch point compared to emails
• Strengthened customer relationships by elevatingend-to-end experience, rebuilding trust, resulting in the successful recovery,retention of high-value accounts
• Fostered team engagement and performance by championingwell-being initiatives and collaboration, contributing to a high-morale team
• Delivered actionable insights by consolidating operationalfeedback and presenting timely recommendations to C-suite leaders, enablingfaster decision-making and effective rollout of strategic directives, Reportingvia Power BI, Ops monitoring and scheduling via Tramm.

Requirements

• Diploma or bachelor's degree in business, Operations, Customer Management, or a related discipline
• At least 6 years of relevant experience in customer service, operations, retail environments
• At least 3 years in a leadership role managing multi-channel teams
• Strong leadership, problem-solving and operational decision-making skills
• Customer-focused mindset with ability to translate business needs into operational execution
• Ability to improve processes and drive operational efficiency