Customer Success Manager- Regional

i-TEK RFID; Pune District; On-site; INR 1,500,000 - 2,700,000; Full time

Job summary

i-TEK RFID in Pune, India is hiring a Regional Manager to lead Customer Success & Support Operations across the assigned region, driving service delivery excellence and client satisfaction. The role requires strong people leadership, operational discipline, and the ability to manage expectations while achieving business outcomes.

You will direct regional teams, monitor KPIs, and collaborate with Product, Technology, and Implementation to resolve complex issues.

Qualifications

• 4–8 years of experience in customer success or support operations.
• Proven track record of leading regional teams.
• Strong analytical and problem-solving abilities.
• Excellent communication with stakeholders.

Responsibilities

• Own end-to-end regional customer support and service delivery.
• Drive regional KPIs, SLA compliance, CSAT, and efficiency.
• Lead and develop regional teams for high performance.
• Escalation management and governance for critical issues.
• Produce regular performance reviews and action plans.
• Collaborate with Product, Tech, and Implementation to fix issues.
• Promote automation and best practices across the region.

Skills

People leadership

Operations management

Customer success

KPI & CSAT tracking

Stakeholder management

Tools

Excel

PowerPoint

Dashboards

Job description

Function: Customer Success & Support Operations

Experience: 4-8 years

Role Overview

We are looking for a results-driven Regional Manager to lead customer success and support operations across an assigned region. The role will be responsible for driving customer satisfaction, ensuring service delivery excellence, managing team performance, strengthening client relationships, and continuously improving operational efficiency.

The ideal candidate should demonstrate strong people leadership, operational discipline, analytical thinking, and the ability to manage client expectations while achieving business and service performance objectives.

Key Responsibilities

1. Regional Operations & Performance Management

• Take end-to-end ownership of customer support and service delivery performance across the assigned region.
• Ensure achievement of regional KPIs, including SLA compliance, resolution turnaround time, customer satisfaction (CSAT), and operational efficiency.
• Monitor regional performance through structured reviews, dashboards, and management reporting.
• Identify performance gaps and implement corrective action plans to improve service delivery.
• Ensure consistent execution of company processes, policies, and service standards across the region.

2. Customer Experience & Relationship Management

• Own regional customer satisfaction outcomes and drive initiatives to consistently improve customer experience.
• Build and maintain strong relationships with key client stakeholders and decision-makers.
• Act as the senior escalation point for critical customer concerns, ensuring timely resolution and effective stakeholder communication.
• Proactively identify customer challenges, service gaps, and opportunities to improve customer engagement.
• Drive initiatives to improve resolution effectiveness, reduce recurring issues, and strengthen customer confidence.
• Lead, mentor, and develop regional teams to ensure high performance, accountability, and service excellence.
• Define clear performance expectations, review individual and team KPIs, and drive continuous improvement.
• Identify capability gaps and coordinate coaching, training, and development initiatives.
• Ensure effective workload distribution, resource utilization, and operational coverage across the region.
• Foster a customer-first, collaborative, and results-oriented team culture.

4. Escalation & Service Delivery Governance

• Establish and maintain effective escalation management and service delivery governance across the region.
• Ensure adherence to SLAs and timely resolution of high-priority customer issues.
• Coordinate with technical, product, implementation, and other internal teams to resolve complex or recurring problems.
• Conduct root-cause reviews for critical service failures and ensure preventive actions are implemented.
• Drive accountability for issue ownership, resolution quality, and customer communication.

5. Reporting, Analytics & Business Reviews

• Review and analyze regional performance metrics to identify operational trends, risks, and improvement opportunities.
• Present periodic performance reports, customer satisfaction trends, and action plans to senior management.
• Use data-driven insights to improve team productivity, service quality, and operational effectiveness.
• Conduct structured operational and client reviews to track progress against agreed objectives.

6. Process Improvement & Cross-Functional Collaboration

• Identify process inefficiencies and lead improvement initiatives to enhance productivity and customer experience.
• Collaborate with Product, Technology, Implementation, and other stakeholders to address systemic service challenges.
• Standardize best practices and ensure consistent adoption of improved processes across the region.
• Promote automation, digital tools, and AI-enabled solutions to improve service delivery and operational efficiency.
• Oversee customer onboarding, engagement, and enablement initiatives to improve product adoption and customer experience.
• Ensure regional teams are equipped to communicate product updates, workflows, and best practices effectively.
• Capture customer feedback and coordinate with relevant teams to translate insights into service and product improvements.
• People Leadership: Proven ability to manage, motivate, and develop teams while driving performance and accountability.
• Customer Relationship Management: Strong experience managing key accounts, customer expectations, and critical escalations.
• Service Delivery & Operational Excellence: Demonstrated ability to manage SLAs, KPIs, CSAT, and operational performance.
• Analytical & Reporting Skills: Proficiency in Excel, PowerPoint, dashboards, and performance analysis to support management decisions.
• Communication & Stakeholder Management: Excellent written and verbal communication, presentation, and stakeholder engagement skills.
• Problem-Solving & Decision-Making: Ability to resolve complex operational challenges, prioritize effectively, and make timely decisions.
• Process Improvement: Experience identifying operational gaps and implementing measurable improvements.
• Cross-Functional Collaboration: Ability to work effectively with technical, product, implementation, and business teams.
• Ownership & Accountability: Strong results orientation with responsibility for regional performance and customer outcomes.