Customer Success Manager

Job Description

Role & responsibilities Customer Relationship Management l Ensure prompt and professional resolution of customer queries, complaints, and escalations during night hours. l Monitor customer interactions (calls, chats, emails) to ensure high-quality service. l Maintain and update CRM databases with accurate customer information. Team Management & Performance l Supervise, support, and motivate night shift CRM executives. l Conduct performance reviews, share feedback, and assist in skill development. l Ensure adequate shift planning and coverage. Process & Quality Compliance l Ensure compliance with company policies, service protocols, and quality standards. l Conduct regular audits of CRM logs and communications. l Initiate continuous improvement actions based on audit findings. Reporting & Communication l Generate and share nightly performance and incident reports with day shift teams and senior management. l Ensure smooth handovers with morning shift counterparts. l Log and escalate any major incidents or service outages immediately. Customer Feedback & Retention l Collect, analyze, and act on customer feedback received during the night. l Implement retention strategies for at-risk customers engaging during off-hours. Qualifications and Skills l Any Graduate / Post Graduate l 8+ years of experience in with at least 4-5 years in a managerial role. ( International Process ) l Strong leadership, communication, and interpersonal skills. l Proven experience managing CRM systems (preferably Kapture, Zoho, or similar platforms). l Strong analytical and problem-solving skills with a data-driven mindset. l Experience with customer engagement strategies and loyalty program management. l Familiarity with automation tools and contact center workflows. l Excellent communication, project management, and stakeholder collaboration abilities. Job Location - Andheri West ( Azad Nagar ) Shift Timing - 5:30pm 6:30 am - 9 hrs. Rotational Shifts ( Night Shift ) Preferred - Male Candidate