Job Title: Assistant Manager - Customer Success
Summary:
We are seeking a dedicated and dynamic individual to join our team as an Assistant Manager in the Customer Success department. The ideal candidate will have 2-3 years of experience in either cement, metal or chemical industry. This role requires an individual who is passionate about ensuring customer satisfaction and building long-lasting relationships with clients.
Roles and Responsibilities:
- Serve as the primary point of contact for customers, promptly addressing inquiries and concerns with professionalism and courtesy.
- Maintain detailed documentation of customer issues, analysis, and the value added through solutions.
- Visit the plant location thrice weekly to conduct routine inspections, facilitate workshops, and deliver training sessions.
- Follow up with the plant team to ensure timely implementation of improvement recommendations derived from Diagnostic Reporting Systems.
- Collaborate cross-functionally with various departments to ensure a seamless customer experience, fostering strong relationships.
- Prepare and optimize existing accounts for potential expansion, identifying growth opportunities and aligning services accordingly.
KPI's
- Safeguard and maximize the monthly recurring revenue from assigned accounts.
- Ensure timely closure of improvement recommendations and communicate clear ROI to clients.
- Cultivate conditions that enable account expansion and growth opportunities.
- Drive active platform adoption to enhance customer engagement and value realization.
Qualifications:
- Bachelor's degree in chemical engineering, Mechanical Engineering, Production Engineering, Industrial Engineering or related field.
- Min 2-3 years of experience in cement or metal industry.
-Good understanding of cement, metal, chemical manufacturing processes and typical plant KPIs
- Excellent communication and interpersonal skills
- Ability to work well under pressure and meet deadlines
- Strong problem-solving abilities
