Assistant Customer Success Manager

Work Location: Bengaluru - Manyata Tech Park
Work Mode: Hybrid
Shift Timings: 9:30 PM- 6:30 AM & 6:30 PM- 3:30 AM.

Job Profile Summary:

This role supports the business by managing the customer relationship, with the expectation of enhancing the customer experience. The role will partner with the Sales teams to deliver a positive customer experience.

This position is responsible for building relationships with new and existing accounts up to 50% of their time. The main focus is to provide excellent customer support to Client’s customers and ensure last mile issue resolution.

Duties and Responsibilities:

• Manage assigned customers/concepts and handle last mile activities to ensure customer receives product timely and accurately; collaboration with Customer Service Managers that handles same concepts/customers, partners with transportation, merchandising, and contract sales teams to drive outcomes and influence customer interactions.
• Liaise with back office and communicate to customer regarding items such as prod credit, special orders, etc.
• Liaise with local contract sales organization to implement direction, best practices ; act as role model for best practice
• Utilize CRM tool for account management which includes managing tasks, communicating across selling team, ensure customer data is accurate
• Build and maintain customer relationships as appropriate
• Able to have challenging conversations with internal and external stakeholders

Skills 

• Proficient with customer service management and able to partner cross-functionally
• Ability to manage end to end initiatives through challenging deadlines
• Excellent organizational and project management skills, including the ability to provide top notch customer service to multiple customers simultaneously
• Able to thrive in a fast-paced and changing work environment
• Expert in Microsoft Office
• Continuously learn existing and new technologies
• Demonstrated experience of working with multiple customers 

Experience

5 years of Customer Service Management experience in supporting end client customers and ensuring last mile issue resolution. Experience in Customer Servicing roles from Hospitality, Aviation and Food Service Industry would be an advantage.