Astrotalk - Manager - Customer Success

Key Responsibilities:

- Lead a team of FTE's handling escalations.

- Manage client relations and ensure all the escalations are being handled well within TAT & CSAT is being maintained.

- Oversee day-to-day operations to ensure efficiency, effectiveness, and adherence to established processes.

- Identify opportunities for process improvement and implement streamlined procedures to enhance overall team productivity.

- Develop and maintain key performance indicators (KPIs) to measure and report on team and individual performance.

- Work closely with clients to understand their needs and address any operational issues promptly.

- Generate regular reports on team performance, key metrics, and operational efficiency.

- Proactively suggest strategies based on queries received from partners to improve their experience.

Qualifications:

- Bachelor's/Master's degree in Business Administration, Management, or a related field.

- Minimum of 1 year of experience in managing a team of 5+ FTEs, preferably in a role involving Sales, Support or Operations teams.

- Strong leadership skills with the ability to inspire and motivate a diverse team.

- Excellent communication and interpersonal skills.

- Proven track record of driving operational excellence and process improvements.

- Analytical mindset with the ability to use data to make informed decisions.