Job Description

Hiring Assistant Manager Customer Success - ISL - Onsite

About the Client Company:

Fastest-growing construction consultancy having 500+ employees

The Assistant Manager - Customer Success is responsible for supporting the operational effectiveness, service quality, and people management standards of the Customer Success function. The role requires strong team leadership, customer relationship oversight, process discipline, and performance monitoring to ensure customer retention, service consistency, and continuous team development. Strong follow-up on customer matters, internal action items, pending tasks, and escalations is essential to ensure timely resolution and service continuity.

Job Responsibilities:

• Support day-to-day supervision of the Customer Success team and ensure smooth execution of customer-facing operations.
• Monitor team accountability, responsiveness, documentation quality, meeting follow-ups, and adherence to service standards.
• Ensure customer health updates, red flags, internal notes, meeting minutes, and action trackers are maintained accurately and on time.
• Build and sustain strong customer relationships while proactively identifying service risks, escalation points, and retention concerns.
• Coach team members on communication standards, professionalism, ownership, and structured customer handling.
• Support onboarding, probation reviews, performance conversations, and capability development of team members.
• Coordinate with internal stakeholders to align on commitments, priorities, and issue resolution for assigned customers.
• Recommend and implement process improvements that strengthen reporting discipline, service consistency, and operational efficiency.

Required Competencies:

• Proven ability to manage teams, enforce accountability, and create a disciplined yet supportive working environment.
• Strong customer relationship management skills with the ability to handle critical conversations and service sensitive situations professionally.
• Excellent verbal and written communication skills, including the ability to draft clear updates, meeting minutes, and performance feedback.
• Sound judgment, emotional intelligence, and maturity in balancing people management with organizational requirements.
• Strong problem-solving and escalation-handling capability with a proactive and solution-oriented approach.
• High ownership, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Comfort with performance tracking, reporting, process monitoring, and structured follow-through on action items.
• Digital literacy and working proficiency in tools such as Zoom, Microsoft Teams, Outlook, and other collaboration platforms.
• Strong follow-up and follow-through skills to ensure timely execution, coordination, and closure of tasks.

Qualification & Experience:

• Bachelor's degree in Business Administration, Management, Communications, or a related discipline.
• Minimum 5 to 7 years of relevant professional experience, preferably in Customer Success, Client Services, Account Management, or Operations.
• Demonstrated hands-on experience in team management, people supervision, and service delivery oversight.
• Prior experience in managing customer escalations, service reviews, and cross-functional coordination will be preferred.

Other Details:

Work Location: Islamabad/Rawalpindi
Work Mode: Onsite
Work Shift: US Shift (6 PM to 3 AM) or AUS Shift (3am to 12pm)
Working Days: Mon-Fri
Experience: 5-7 Years

About HR Ways:

"HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our WhatsApp Channel https://whatsapp.com/channel/0029VamSiLr5fM5fMtAdCS2M to stay updated or visit www.hrways.co to know more."