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78 Fusion CX Jobs
Customer Success Assistant Manager
Fusion CX
posted 7mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Conduct daily check-ins with Team Leaders (TLs) to assess team discipline (attendance, shrinkage), performance (QA, CSAT), and productivity.
- Train TLs on effective leadership techniques and team management, ensuring their career growth.
- Conduct regular meetings with coaches to understand and address their challenges.
- Help TLs adhere to the performance management system to clearly assess and rate coaches, determining their incentives and appraisals.
Manpower Planning:
- Constantly assess overall team size with the CS lead and manage subdivisions accordingly.
- Lead growth-driven hiring as per requirements and manage performance-based terminations.
- Collaborate with TLs to ensure minimal daily shrinkage.
Driving Key Business Metrics (Productivity and Quality):
- Collaborate with TLs daily to track key metrics, identify root causes of challenges, and provide solutions.
- Continuously evaluate QA metrics and discuss potential solutions with the customer success lead.
- Weekly/monthly discussions on collated customer feedback and patterns/insights with the CS lead.
- Handle escalated customer cases driven by poor NPS scores or DSAT.
Culture Development and Attrition Minimization:
- Promote open communication within the team, fostering a positive work environment.
- Conducting regular coach surveys to identify challenges and assess TL performance.
- Solve challenges identified through regular upward feedback with TLs.
Job Requirements
Candidates applying for this Customer Success Assistant Manager vacancy essentially should possess the following skills and qualities:
- Bachelor s degree in engineering, business, marketing, computer science, or a related field.
- 3-4 years of experience in Customer Success Management.
- Proven experience leading and motivating customer success teams (bonus points for experience managing large tele-calling teams)
- Strong customer focus and a commitment to delivering exceptional customer service (CSAT focus is key).
- Results-oriented with a strong work ethic and the ability to take ownership of projects as a customer success assistant manager.
- Experience working with and managing large sales or operations teams.
- In-depth understanding of performance metrics and KPIs.
- Advanced Excel skills with the ability to analyze large datasets.
- Proficiency in CRM tools (e.g., Salesforce and Gainsight) is a plus.
- Positive attitude with a high willingness to learn and adapt.
- Age not exceeding 35 years
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Assistant Customer Success Manager roles with real interview advice
Top Fusion CX Assistant Customer Success Manager Interview Questions
Q1. 2- What is BPO and it's complete name?
asked in
Customer Care Executive interview
Q2. Do you have desktop or laptop? Are you familiar with system? Do you have broadband connection? Are you comfortable with rotational shift and ... read more
asked in
Customer Care Executive interview
Q3. Are you comfortable to solve customer queries over email or phone?
asked in
Customer Care Executive interview
What people at Fusion CX are saying
What Fusion CX employees are saying about work life
based on 1.5k employees
Flexible timing
Rotational Shift
No travel
Day Shift
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