Customer Success Assistant Manager – Health and Wellness – Mumbai

Are you searching for a Customer Success Assistant Manager job in Mumbai? Are you passionate about building high-performing customer success teams? Does driving exceptional customer experiences excite you? We are looking for a talented and motivated Customer Success Assistant Manager to join our growing team to drive exceptional customer experience for a rising health and wellness client. This customer success position demands you to lead and develop a team of customer success representatives, ensuring our clients achieve their goals and have a positive experience with the brand. If you are exploring customer service jobs in Mumbai and looking for a customer success manager role, apply now and be part of a transformational journey with a global CX company redefining customer experience.

Job Description

Key roles and responsibilities of the Customer Success Assistant Manager working for a rising health and wellness brand in Mumbai:

Team Management:

  • Conduct daily check-ins with Team Leaders (TLs) to assess team discipline (attendance, shrinkage), performance (QA, CSAT), and productivity.
  • Train TLs on effective leadership techniques and team management, ensuring their career growth.
  • Conduct regular meetings with coaches to understand and address their challenges.
  • Help TLs adhere to the performance management system to clearly assess and rate coaches, determining their incentives and appraisals.

Manpower Planning:

  • Constantly assess overall team size with the CS lead and manage subdivisions accordingly.
  • Lead growth-driven hiring as per requirements and manage performance-based terminations.
  • Collaborate with TLs to ensure minimal daily shrinkage.

Driving Key Business Metrics (Productivity and Quality):

  • Collaborate with TLs daily to track key metrics, identify root causes of challenges, and provide solutions.
  • Continuously evaluate QA metrics and discuss potential solutions with the customer success lead.
  • Weekly/monthly discussions on collated customer feedback and patterns/insights with the CS lead.
  • Handle escalated customer cases driven by poor NPS scores or DSAT.

Culture Development and Attrition Minimization:

  • Promote open communication within the team, fostering a positive work environment.
  • Conducting regular coach surveys to identify challenges and assess TL performance.
  • Solve challenges identified through regular upward feedback with TLs.

Job Requirements

Candidates applying for this Customer Success Assistant Manager vacancy essentially should possess the following skills and qualities:

  • Bachelor’s degree in engineering, business, marketing, computer science, or a related field.
  • 3-4 years of experience in Customer Success Management.
  • Proven experience leading and motivating customer success teams (bonus points for experience managing large tele-calling teams)
  • Strong customer focus and a commitment to delivering exceptional customer service (CSAT focus is key).
  • Results-oriented with a strong work ethic and the ability to take ownership of projects as a customer success assistant manager.
  • Experience working with and managing large sales or operations teams.
  • In-depth understanding of performance metrics and KPIs.
  • Advanced Excel skills with the ability to analyze large datasets.
  • Proficiency in CRM tools (e.g., Salesforce and Gainsight) is a plus.
  • Positive attitude with a high willingness to learn and adapt.
  • Age not exceeding 35 years

Why Join Fusion CX in Mumbai:

We offer a dynamic and fast-paced work environment at Fusion CX where you can make a real impact. Discover diverse customer service jobs in Mumbai with us and join us in a highly-rewarding assistant manager customer success role. Here, you will be surrounded by passionate individuals who are dedicated to their craft and providing exceptional customer experiences. Join our team in Mumbai as a Customer Success Assistant Manager for a health and wellness brand and experience growth with a global customer experience company. Enjoy an inclusive, diverse, and innovative workplace. We believe in investing in our employees’ professional development and offer opportunities for growth and advancement. Ready to take your customer success career to the next level? Apply for this customer success assistant manager job in Mumbai today!

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