Senior Manager-Customer Success

Job Description

Key Responsibilities: Task Management Execution: Record and maintain a log of all tasks assigned by management related to clients. Ensure each task is assigned clear timelines and delivered within the agreed timeframe. Proactively identify and address roadblocks in task execution. Cross-functional Collaboration: Work closely with sales, product, support, and engineering teams to drive task completion. Ensure seamless communication between internal teams for smooth customer experience. Drive accountability among stakeholders to get tasks executed on time. Tracking Reporting: Maintain a comprehensive tracker for all tasks and regularly update it. Prepare and publish periodic reports on the progress of ongoing tasks. Report progress updates to senior management with insights on key deliverables. Highlight defaulters and bottlenecks impacting efficiency. Process Improvement Enhancements: Identify inefficiencies in customer success operations and suggest process enhancements. Develop SOPs and best practices to improve task execution and tracking. Drive continuous improvement initiatives to enhance overall operational efficiency. Standups Review Meetings: Attend and lead standup meetings to track tasks, address challenges, and review progress. Capture updates from team members and ensure accountability in execution. Present findings and action plans in leadership meetings. Customer Engagement Satisfaction: Ensure customers critical concerns raised over any channel are addressed promptly by the respective stakeholders Capture the request from these channels and record the critical ones Key Requirements: Experience: 5+ years of experience in Customer Success, Operations, or Program Management roles in a SaaS-based company. Education: MBA/Bachelor s degree in Business, Engineering, or a related field. Skills: Strong project management and organizational skills. Excellent communication and stakeholder management. Proficiency in task-tracking and CRM tools like JIRA, Asana, or Trello. Ability to analyze reports and provide data-driven insights. Experience in process optimization and cross-functional team collaboration. Problem-solving mindset with a proactive approach to handling challenges.