Associate Manager - Customer Success

Role

• The Associate - Customer Success plays a pivotal role in the business and carries a high level of responsibility.
• As well as overseeing all operational areas of the business, the role is central in supporting business growth.
• He/she interacts directly with customers, internal stakeholders and providers.

Responsibilities

• Ensuring execution of Operational Processes to allow the business to efficiently operate and grow
• Ability to follow-up & coordinate with multiple internal stakeholders.
• Following up clear metrics for performance measurement & turnaround times for each of the key processes.
• Travel to client locations if needed to understand their needs, train them about Intugine's solutions and build relationships with them.
• Manage customer worklists so customer requests are implemented as pace, ultimately improving customer service standards.
• Design and set up processes and work on continuous improvement of the set processes
• Collaborate with the technical team to set up or configure Intugines software platform as per clients requirements and troubleshoot technical issues raised by them.
• Set and monitor KPIs on implemented projects.
• Implement systems and processes that deliver improvement toward 100% conformance to client requirements.
• Research and analyze Intugine's new products and design a process for their implementation.

Requirements

• Any prior experience of operations/customer success would be preferred
• You must be able to see the big picture as well as the finer details, as your work is across the spectrum.
• You will deal in small daily matters, as well as larger aims and setting goals.
• A systematic organized approach to work is vital.
• Brilliant communication and interpersonal skills, for dealing with many types of people at all levels in a direct diplomatic way is essential. An understanding of customer/client requirements is a must.
• Soft skills, including effective time management, prioritizing and delegation, is a must. You must be able to lead, coach, inspire, support and motivate your team, and always seek to improve best practice.
• Knowledge in SCM is a plus.
• Having natural creative flair and being full of ideas and energy to introduce new concepts and innovations would also be advantageous.
• Desire to assume responsibility and work autonomously.
• Highly organized and able to juggle numerous tasks.
• Good written and spoken English (being a native speaker will be a plus).
• 1-2 years of experience in product implementation