Assistant Manager Customer Success

startuphr.consulting · Bangalore, India

Looking for Assistant Manager | Customer Success

3-5 years of experience ,advance in tools like MSO data Analyst, system thiniking, manage team.

Preferred Industries (ISO 17025).

Location : Bengaluru

Mode : Onsite

The Asst. Manager – Customer Success will be responsible for managing key customer

relationships, coordinating customer requirements with internal testing/technical teams, ensuring

timely project execution and deliverables, and supporting customer retention and business

growth. The role also includes responsibility for store/inventory handling, inward and outward

movement of samples and materials, and company/project asset management.

Key Responsibilities

• Manage key customer relationships and ensure high customer satisfaction.

• Act as the primary coordination point between customers and internal technical/testing

teams.

• Understand customer testing requirements, coordinate feasibility and quotations, and

follow up for PO/WO confirmation.

• Track project progress, testing schedules, reports and deliverables and provide timely

customer updates.

• Coordinate sample movement, documentation and other customer/project requirements as

applicable.

• Handle customer concerns, escalations and closure of action items in coordination with

internal teams.• Maintain CRM/customer records, MIS reports.

• Support sales and marketing initiatives, customer visits, meetings and business reviews.

• Coordinate internally to ensure smooth execution of customer commitments and timely

resolution of operational issues.

• Support process improvements to strengthen customer experience, retention and

operational efficiency.

• Ensure proper documentation, traceability and communication for samples, assets,

projects and customer commitments.

• Manage store/inventory handling, including inward and outward movement of samples,

materials and related documentation.

• Maintain and monitor company/project assets, including asset records, allocation,

movement.

Customer Success & Account Management

• Build and maintain strong relationships with customers and act as a single point of contact.

• Understand customer expectations and proactively communicate project status, timelines

and deliverables.

• Monitor customer satisfaction and address concerns before they impact customer

experience.

• Support customer reviews, feedback collection and improvement initiatives.

Testing & Project Coordination

• Understand customer requirements related to testing, inspection and engineering services.

• Coordinate with technical/testing teams for feasibility, scheduling, execution and reporting.

• Follow up on testing progress, pending actions, draft reports and final deliverables.

• Coordinate sample receipt, movement, identification and documentation with concerned

teams.

• Escalate technical or operational constraints appropriately and ensure closure of agreed

actions.

Store, Sample & Asset Management

• Coordinate and monitor inward and outward movement of samples, materials and project-

related items.

• Ensure proper documentation and traceability for received, transferred, dispatched and

returned samples/materials.

• Maintain records of company and project assets, including allocation, movement and

custody.• Coordinate with internal teams for safe handling, timely movement and availability of

required samples/materials.

MIS, CRM & Reporting

• Maintain accurate customer and project information in CRM systems.

• Prepare and maintain MIS and periodic reports covering customer activities, project status,

business opportunities and pending actions.

• Track customer follow-ups, quotations, PO/WO status, testing progress and deliverables.

• Provide timely updates to the Manager – Customer Success and relevant management

stakeholders.

Sales & Business Support

• Support sales and marketing initiatives, customer meetings, visits and business reviews.

• Coordinate quotations and proposals and follow up with customers for confirmation.

• Work closely with sales and technical teams to support business conversion.

Required Skills & Competencies

• Customer relationship management and client servicing

• Understanding of testing/inspection/engineering services

• Quotation and proposal coordination

• Project and test coordination

• Strong verbal and written communication

• Negotiation, follow-up and stakeholder management

• Problem solving and escalation management

• CRM and MS Office proficiency

• MIS preparation and reporting

• Organization, documentation and attention to detail

• Ownership, accountability and ability to work with cross-functional teams

Key Performance Indicators

• Customer satisfaction and retention

• Timely project/test coordination and closure

• Timely response and resolution of customer concerns

• Accuracy and timeliness of CRM/MIS reporting

• Effective sample, store and asset traceability

• Quotation/PO/WO follow-up and business conversion support

• Compliance with internal processes and documentation requirements

Role Expectations

The position requires strong ownership, proactive follow-up, customer focus and effective

coordination across Sales, Customer Success, Testing/Technical, Store/Operations and other

internal teams. The role is expected to ensure that customer commitments are tracked through toclosure while maintaining accurate records .