Job Overview:
The Associate Manager - Operations in Customer Success Department will support the Senior Manager Customer Success in overseeing day-to-day departmental functions, with a strong focus on customer onboarding, implementation, and support. This role is pivotal in enforcing SOPs, SLAs, and KPIs, ensuring operational consistency across cross-functional teams. The ideal candidate combines analytical rigor, attention to detail, and a proactive approach towards continuous process improvement and operational efficiency.
Job Responsibilities:
Support the Senior Manager in managing daily operations across customer onboarding, implementation, and support in Customer Success.
Enforce SOPs and SLAs, ensuring consistency and compliance across departments.
Define and maintain a master Customer Success KPI set (SLA compliance, NPS, FCR, onboarding velocity).
Conduct weekly data audits to ensure ≥98% accuracy in reports.
Automate daily scorecards and develop a Monday 9 a.m. executive dashboard using SQL, Power BI, or Tableau.
Deliver ad hoc data analyses within 48 hours of request.
Monitor SOP adherence and flag any breaches within two hours.
Facilitate monthly SOP refresher workshops.
Identify at least three actionable trends per month with ROI-backed recommendations.
Collaborate with Finance, DevOps, and PMO to align data definitions and reduce report turnaround time by 30%.
Qualifications:
Bachelor’s degree in Marketing, Business, or related field (Master’s preferred).
6+ years of experience in marketing project coordination/operations, with exposure to project leadership.
Strong project management skills, ideally with certification (CAPM, PMP, or equivalent in progress).
Excellent communication, negotiation, and stakeholder management abilities.
Proficiency in project management and collaboration tools.
Demonstrated ability to manage budgets, timelines, and project risks.
Compensation and Benefits:
💰 Financial:
Competitive salary and bi-annual bonus.
Fast track and uncapped career growth for high performers.
Company-sponsored vehicle financing (car and bike).
Interest-free loans.
Provident Fund: CureMD matches up to 8% of your base salary.
Fuel Card.
Cellular Allowance.
🏥 Health and Wellness:
In-house clinic with a team of certified male and female doctors with 24/7 telemedicine service.
Hospital treatment monitoring by company doctors.
Comprehensive health coverage for your immediate family (outpatient, inpatient, maternity, and parents' inpatient).
Exclusive health benefits and discounts at top class clinics and labs.
🤝🏻 Supportive Workplace:
Pick-up and drop-off services for female employees.
In-house daycare facility.
In-house gym and recreational area to unwind.
📚 Continued Learning:
Company-sponsored trainings, workshops, development programs and retreats.
Paid specialized trainings/certifications.
The Difference You’ll Make:
At CureMD, every role, whether senior or junior, plays a pivotal part in transforming healthcare. By joining our innovative team, you’ll contribute to groundbreaking technology that directly impacts patient care, enhances healthcare efficiency, and saves lives globally. Your skills and passion will drive meaningful change, helping us deliver solutions that support healthcare professionals in critical, real-time settings. Together, we’re not just advancing technology — we’re making a tangible difference in people’s lives. Together, let’s save lives.