Customer Success Operations Associate

Augusta Hitech; Chennai District, Coimbatore District; On-site; INR 400,000 - 600,000; Full time

Job summary

Augusta Hitech is hiring a Customer Success Operations Associate in Chennai/Coimbatore. The role requires 1+ years of experience in customer success and operations management. Responsibilities include administrative support, scheduling, onboarding, logistics management, and compliance monitoring.

The ideal candidate will have strong organizational skills, the ability to track resources, and the capacity to identify process optimizations. This position operates on a US shift from 7pm to 4am IST.

Qualifications

• 1+ years of experience in customer success or operations.
• Proficient in administrative tasks and documentation.
• Excellent coordination and scheduling capabilities.

Responsibilities

• Handle routine paperwork, data entry, and documentation maintenance.
• Schedule interviews, coordinate meetings, and assist in HR functions.
• Manage onboarding and offboarding processes for resources.
• Coordinate logistics for equipment shipments.
• Monitor timesheets and ensure compliance.
• Resolve daily issues faced by resources effectively.
• Compile reports on resource utilization and operational metrics.
• Identify inefficiencies in operations and optimize processes.
• Collaborate with multiple departments for streamlined efforts.

Skills

Customer Success

Operations Management

Job description

Required Skills: Customer Success, Operations Management

Country: India

Position: Customer Success Operations Associate

Location: Chennai/Coimbatore

Number of resources needed: 01

Shift: US shift (7pm to 4am IST)

Years of experience: 1+ Years

Responsibilities

1. Administrative Support: Handle routine paperwork, data entry, and documentation maintenance, such as updating client profiles, knowledge bases, internal reports, and writing drafts of Statements of Work (SOWs) for review by AccountManagers.
2. Scheduling and Coordination: Schedule interviews for new resources, client meetings, or training sessions; coordinate cross-functional activities like resource allocation and collaborate with the Talent Acquisition team on sourcing, screening, and onboarding needs.
3. Onboarding and Offboarding Resources: Manage the end-to-end process for onboarding new team members or consultants (e.g., setup in systems, training coordination, and Background Verification/BGV processes) and offboarding (e.g., access revocation, knowledge transfer) to ensure compliance and seamless transitions.
4. Logistics Management: Coordinate shipments of equipment like laptops or other hardware for resources, tracking delivery and resolving any delays.
5. Timesheet and Compliance Follow-Up: Monitor and follow up on timesheets for resources, ensuring accuracy, timely submission, and compliance with company policies or client contracts; assist with BGV follow-ups as needed.
6. Issue Resolution for Resources: Address day-to-day issues faced by resources (e.g., technical glitches, access problems, or workflow bottlenecks) through ticket management, escalation to relevant teams, and quick fixes.
7. Reporting and Metrics Tracking: Compile basic reports on resource utilization, account health, or operational metrics; prepare monthly client meeting reports summarizing key discussions, action items, and outcomes; assist in drafting Quarterly Business Review (QBR) reports with data aggregation, visualizations, and initial insights to support AM presentations.
8. Process Optimization: Identify inefficiencies in CSoperations, automate repetitive tasks (e.g., notifications or reports), and maintain internal systems like CRMs or customer success platforms.
9. Cross-Functional Collaboration: Work with HR, IT, finance, Talent Acquisition, and other departments to streamline processes, such as billing inquiries, support tickets, or SOW finalizations.