Assistant Manager Customer Success
startuphr.consulting
Job Description
Job Description
Looking for Assistant Manager | Customer Success
\n3-5 years of experience ,advance in tools like MSO data Analyst, system thiniking, manage team.
\nPreferred Industries (ISO 17025).
\nLocation : Bengaluru
\nMode : Onsite
\nThe Asst. Manager – Customer Success will be responsible for managing key customer
\nrelationships, coordinating customer requirements with internal testing/technical teams, ensuring
\ntimely project execution and deliverables, and supporting customer retention and business
\ngrowth. The role also includes responsibility for store/inventory handling, inward and outward
\nmovement of samples and materials, and company/project asset management.
\nKey Responsibilities
\n• Manage key customer relationships and ensure high customer satisfaction.
\n• Act as the primary coordination point between customers and internal technical/testing
\nteams.
\n• Understand customer testing requirements, coordinate feasibility and quotations, and
\nfollow up for PO/WO confirmation.
\n• Track project progress, testing schedules, reports and deliverables and provide timely
\ncustomer updates.
\n• Coordinate sample movement, documentation and other customer/project requirements as
\napplicable.
\n• Handle customer concerns, escalations and closure of action items in coordination with
\ninternal teams.• Maintain CRM/customer records, MIS reports.
\n• Support sales and marketing initiatives, customer visits, meetings and business reviews.
\n• Coordinate internally to ensure smooth execution of customer commitments and timely
\nresolution of operational issues.
\n• Support process improvements to strengthen customer experience, retention and
\noperational efficiency.
\n• Ensure proper documentation, traceability and communication for samples, assets,
\nprojects and customer commitments.
\n• Manage store/inventory handling, including inward and outward movement of samples,
\nmaterials and related documentation.
\n• Maintain and monitor company/project assets, including asset records, allocation,
\nmovement.
\nCustomer Success & Account Management
\n• Build and maintain strong relationships with customers and act as a single point of contact.
\n• Understand customer expectations and proactively communicate project status, timelines
\nand deliverables.
\n• Monitor customer satisfaction and address concerns before they impact customer
\nexperience.
\n• Support customer reviews, feedback collection and improvement initiatives.
\nTesting & Project Coordination
\n• Understand customer requirements related to testing, inspection and engineering services.
\n• Coordinate with technical/testing teams for feasibility, scheduling, execution and reporting.
\n• Follow up on testing progress, pending actions, draft reports and final deliverables.
\n• Coordinate sample receipt, movement, identification and documentation with concerned
\nteams.
\n• Escalate technical or operational constraints appropriately and ensure closure of agreed
\nactions.
\nStore, Sample & Asset Management
\n• Coordinate and monitor inward and outward movement of samples, materials and project-
\nrelated items.
\n• Ensure proper documentation and traceability for received, transferred, dispatched and
\nreturned samples/materials.
\n• Maintain records of company and project assets, including allocation, movement and
\ncustody.• Coordinate with internal teams for safe handling, timely movement and availability of
\nrequired samples/materials.
\nMIS, CRM & Reporting
\n• Maintain accurate customer and project information in CRM systems.
\n• Prepare and maintain MIS and periodic reports covering customer activities, project status,
\nbusiness opportunities and pending actions.
\n• Track customer follow-ups, quotations, PO/WO status, testing progress and deliverables.
\n• Provide timely updates to the Manager – Customer Success and relevant management
\nstakeholders.
\nSales & Business Support
\n• Support sales and marketing initiatives, customer meetings, visits and business reviews.
\n• Coordinate quotations and proposals and follow up with customers for confirmation.
\n• Work closely with sales and technical teams to support business conversion.
\nRequired Skills & Competencies
\n• Customer relationship management and client servicing
\n• Understanding of testing/inspection/engineering services
\n• Quotation and proposal coordination
\n• Project and test coordination
\n• Strong verbal and written communication
\n• Negotiation, follow-up and stakeholder management
\n• Problem solving and escalation management
\n• CRM and MS Office proficiency
\n• MIS preparation and reporting
\n• Organization, documentation and attention to detail
\n• Ownership, accountability and ability to work with cross-functional teams
\nKey Performance Indicators
\n• Customer satisfaction and retention
\n• Timely project/test coordination and closure
\n• Timely response and resolution of customer concerns
\n• Accuracy and timeliness of CRM/MIS reporting
\n• Effective sample, store and asset traceability
\n• Quotation/PO/WO follow-up and business conversion support
\n• Compliance with internal processes and documentation requirements
\nRole Expectations
\nThe position requires strong ownership, proactive follow-up, customer focus and effective
\ncoordination across Sales, Customer Success, Testing/Technical, Store/Operations and other
\ninternal teams. The role is expected to ensure that customer commitments are tracked through toclosure while maintaining accurate records .