Role Overview

We are seeking a dynamic and customer-focused Manager – Customer Success & Service (International) to lead global customer engagement, service delivery, and client retention initiatives across international markets. The ideal candidate will be responsible for ensuring exceptional customer experiences, driving operational excellence, and building long-term client relationships while managing cross-functional coordination and service performance.

This role requires strong communication skills, a solution-oriented mindset, and the ability to manage international customer expectations across different regions and time zones.

Key ResponsibilitiesCustomer Success Management

• Build and maintain strong relationships with international clients and key stakeholders.
• Drive customer onboarding, adoption, retention, and satisfaction initiatives.
• Act as the primary escalation point for critical customer concerns and ensure timely resolution.
• Monitor customer health metrics and proactively address service gaps.
• Conduct regular business reviews with clients to understand evolving requirements.

Service Operations

• Oversee end-to-end customer support and service delivery processes for international customers.
• Ensure adherence to SLAs, KPIs, and quality standards.
• Collaborate with internal teams including Sales, Operations, Product, and Technical Support to resolve customer issues efficiently.
• Develop and implement customer service policies, SOPs, and best practices.
• Analyze service performance data and generate actionable insights for process improvement.

Team Leadership

• Lead, mentor, and manage customer success and service teams.
• Conduct regular training sessions to improve service quality and communication standards.
• Set performance goals and monitor team productivity and customer satisfaction scores.
• Foster a customer-centric culture within the organization.

Client Retention & Growth

• Identify opportunities for account growth, renewals, and cross-functional collaboration.
• Support business expansion efforts by strengthening customer relationships and ensuring high client satisfaction.
• Gather customer feedback and share insights with leadership for strategic improvements.

Reporting & Compliance

• Prepare MIS reports, customer service dashboards, and escalation summaries.
• Ensure compliance with international service standards and company policies.
• Maintain accurate customer interaction records in CRM systems.

Required Qualifications

• Bachelor’s degree in Business Administration, Management, Communications, or related field.
• Master’s degree/MBA preferred.
• 5–10 years of experience in Customer Success, Customer Service, or International Client Management.
• Experience handling global customers across multiple regions/time zones.
• Strong knowledge of CRM platforms and customer service tools.

Required Skills

• Excellent verbal and written communication skills.
• Strong stakeholder and relationship management abilities.
• Problem-solving and conflict-resolution skills.
• Leadership and team management capabilities.
• Analytical mindset with experience in reporting and data interpretation.
• Ability to work in a fast-paced, multicultural environment.

Preferred Experience

• Experience in BPO, SaaS, Logistics, Manufacturing, IT Services, or International Operations environments.
• Exposure to international customer support processes and escalation management.
• Familiarity with CSAT, NPS, SLA management, and customer lifecycle management.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Customer Retention Rate
• SLA Compliance
• Resolution Turnaround Time (TAT)
• Team Productivity & Quality Metrics

Pay: ₹35,000.00 - ₹60,000.00 per month

Benefits

• Health insurance
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person