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Meazure Learning
Meazure Learning
1.001 – 5.000 Angajați
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Meazure Learning dezvoltă și operează soluții de evaluare pentru instituții de învățământ superior și programe de certificare profesională. Activitatea sa include dezvoltarea examenelor, redactarea subiectelor, administrarea testelor, supravegherea la distanță, consultanța pentru programe și raportarea, reunind aceste capabilități în software și servicii pentru administratorii testelor și participanții la examinare. Compania se concentrează pe simplificarea gestionării programelor de evaluare, oferind în același timp date mai clare pentru analizarea performanței și a rezultatelor.
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Senior Customer Success Manager, India (Remote)

Lead and develop Meazure Learning’s India-based Customer Success Associates, overseeing team performance, client support, staffing, and service delivery. This remote role combines people management with cross-functional collaboration and continuous improvement.

INIndiaRemoteNormă întreagăSeniorLiderLimbă Obligatorie: englezăManager de succes al cliențilorSuccesul clienților

Descriere

  • Lead approximately 10 Customer Success Associates based in India.
  • Coach team members through regular feedback, one-to-ones, team meetings, performance reviews, and career discussions.
  • Set expectations and promote accountability for performance, conduct, service standards, and business goals.
  • Recognize effective work and address performance issues.
  • Work with HR and Customer Success leaders on employee relations, performance management, development, succession planning, and internal mobility.
  • Help new employees onboard and join the team successfully.
  • Create a collaborative, accountable, engaged culture focused on clients.
  • Take responsibility for the team’s performance and service delivery.
  • Track progress against goals, service levels, client expectations, and Customer Success measures.
  • Lead responses to complex client concerns and service escalations.
  • Spot performance patterns, recurring problems, and ways to improve the client experience.
  • Oversee workload, capacity, assignments, priorities, client coverage, and use of team resources.
  • Use reports and performance data to identify trends, gaps, resource needs, and development areas.
  • Maintain consistent use of Customer Success processes, standards, and expectations.
  • Contribute to workforce planning and recruitment.
  • Coordinate with Customer Success, Implementation, Service Delivery, Product, Technology, HR, and other teams.
  • Keep Customer Success leaders informed about team results, capacity, risks, development needs, and resource requirements.
  • Guide the team through organizational, process, and business changes.

Cerințe

  • Bachelor’s degree or equivalent relevant professional experience.
  • At least 8 years of progressively responsible experience in Customer Success, Client Services, Account Management, or a related client-facing field.
  • At least 3 years of direct people management experience is strongly preferred.
  • Experience coaching employees, managing performance, developing talent, and building effective teams.
  • Experience managing a team of comparable size and scope is preferred.
  • Experience in B2B SaaS, education technology, assessment, or another global client-focused organization is preferred.
  • Strong client focus and the ability to manage escalations and resolve complex issues.
  • Strong spoken and written English.
  • Strong organization, prioritization, and decision-making skills.
  • Ability to manage a team and make informed decisions using data and performance measures.
  • Ability to work effectively in a global, cross-functional, matrixed organization.
  • Availability to work Monday through Friday during either 6 p.m.–3 a.m. IST or 5 p.m.–2 a.m. IST.

Beneficii

  • Company-sponsored health insurance
  • Remote work opportunity
  • Competitive pay
  • Healthy workplace culture
  • Career growth opportunities
  • Learning and development opportunities
  • Employee referral award program
  • Company-provided IT equipment

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