→Support day-to-day supervision of the Customer Success team and ensure smooth execution of customer- facing operations.
→Monitor team accountability, responsiveness, documentation quality, meeting follow-ups, and adherence to service standards.
→Ensure customer health updates, red flags, internal notes, meeting minutes, and action trackers are maintained accurately and on time.
→Build and sustain strong customer relationships while proactively identifying service risks, escalation points, and retention concerns.
→Coach team members on communication standards, professionalism, ownership, and structured customer handling.
→Support onboarding, probation reviews, performance conversations, and capability development of team members.
→Coordinate with internal stakeholders to align on commitments, priorities, and issue resolution for assigned customers.
→Recommend and implement process improvements that strengthen reporting discipline, service consistency, and operational efficiency.
→Selection Criteria / Required Competencies
→Proven ability to manage teams, enforce accountability, and create a disciplined yet supportive working environment.
→Strong customer relationship management skills with the ability to handle critical conversations and service- sensitive situations professionally.
→Excellent verbal and written communication skills, including the ability to draft clear updates, meeting minutes, and performance feedback.
→Sound judgment, emotional intelligence, and maturity in balancing people management with organizational requirements.
→Strong problem-solving and escalation-handling capability with a proactive and solution-oriented approach.
→High ownership, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
→Comfort with performance tracking, reporting, process monitoring, and structured follow-through on action items.
→Digital literacy and working proficiency in tools such as Zoom, Microsoft Teams, Outlook, and other collaboration platforms.
→Strong follow-up and follow-through skills to ensure timely execution, coordination, and closure of tasks.

Assistant Manager Customer Success - Navigator HR

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