Customer Success Manager

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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

• Bachelors 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
  

Competencies

• Leadership & People Management
• Process Orientation & Continuous Improvement
• Customer-Centric Approach
• Strategic Thinking
• Adaptability and Resilience