Manager - Customer Success Operations

Role: Customer Success Operation Manager

Responsibilities:

- Oversee and manage the day-to-day operations functions

- Develop and implement operational policies and procedures to ensure consistent and efficient processes

- Monitor and evaluate performance metrics to identify areas for improvement

- Manage budgets and resources to ensure cost-effectiveness and profitability

- Lead and motivate cross-functional teams to meet organizational goals and objectives

- Collaborate with senior management to develop and implement strategic plans

- Identify and implement process improvements to increase efficiency and productivity

- Resolve any operational issues that arise

- Excellent time-management, problem-solving and decision-making skills

- Strong financial and budgeting skills

- Strong Leadership and communication skills

- Develop comprehensive project plans, including timelines, milestones, and resource allocation.

- Coordinate with cross-functional teams to define project objectives, deliverables, and scope.

- Monitor project progress and identify potential risks or issues. Implement mitigation strategies as needed.

- Ensure adherence to project schedules and budgets.

- Proven experience as an operations executive/specialist/manager or any similar role in a service-based company.

- Experience of working with US based clients.

- Excellent project management skills, with experience in managing multiple projects simultaneously.

- Proven ability to work independently and handle multiple tasks simultaneously.

- Strong leadership and team management abilities.

- Exceptional problem-solving and decision-making skills.

- Excellent communication and interpersonal skills.

- Ability to work under pressure and meet tight deadlines.

- Proficiency in project management tools and software.

- Experience with budget management and financial analysis.

- Aptitude in conflict management and business negotiation.

Client Communication:

- Serve as the primary point of contact for clients throughout the project lifecycle.

- Communicate project status updates, milestones, and deliverables to clients in a clear and timely manner.

- Address client concerns or inquiries promptly and professionally.

- Proactively manage client expectations and ensure overall satisfaction with project outcomes.