Job Description

Name of the position: Customer Success Operations Manager

Location: Coimbatore /Chennai/Bangalore

No. of resources needed: 01

Mode: Fulltime

Years of experience: 6 months -1 Year

Shift : US shift (7 PM to 4 AM)

Responsibilities of Customer Success Operations Associate

• Administrative Support Handle routine paperwork, data entry, and documentation maintenance, such as updating client profiles, knowledge bases, internal reports, and writing drafts of Statements of Work (SOWs) for review by Account Managers.
• Scheduling and Coordination Schedule interviews for new resources, client meetings, or training sessions; coordinate cross-functional activities like resource allocation and collaborate with the Talent Acquisition team on sourcing, screening, and onboarding needs.
• Onboarding and Offboarding Resources Manage the end-to-end process for onboarding new team members or consultants (e.g., setup in systems, training coordination, and Background Verification/BGV processes) and offboarding (e.g., access revocation, knowledge transfer) to ensure compliance and seamless transitions.
• Logistics Management Coordinate shipments of equipment like laptops or other hardware for resources, tracking delivery and resolving any delays.
• Timesheet and Compliance Follow-Up Monitor and follow up on timesheets for resources, ensuring accuracy, timely submission, and compliance with company policies or client contracts; assist with BGV follow-ups as needed.
• Issue Resolution for Resources Address day-to-day issues faced by resources (e.g., technical glitches, access problems, or workflow bottlenecks) through ticket management, escalation to relevant teams, and quick fixes.
• Reporting and Metrics Tracking Compile basic reports on resource utilization, account health, or operational metrics; prepare monthly client meeting reports summarizing key discussions, action items, and outcomes; assist in drafting Quarterly Business Review (QBR) reports with data aggregation, visualizations, and initial insights to support AM presentations.
• Process Optimization Identify inefficiencies in CS operations, automate repetitive tasks (e.g., notifications or reports), and maintain internal systems like CRMs or customer success platforms.
• Cross-Functional Collaboration Work with HR, IT, finance, Talent Acquisition, and other departments to streamline processes, such as billing inquiries, support tickets, or SOW finalizations.

Other Skills:

• Attention to detail
• Ability to design process and implement them for Customer Success Operations
• Should be independent, self-driven and self-motivated.