Customer Success Champions (Boots on the Ground BOG). Responsible for identifying on the ground issues agents at the PSO (Partner Support Operations) are facing and coordinating the resolution with the Customer Success Enablers (L2) teams promoting the continuous improvement of productivity, service quality and customer satisfaction. Identify the technical issue at PSO and provide instant technical help (basic desktop/thin client troubleshooting of clearing up resources & session re-initiation) Provide additional knowledge of the issues to make user understand for self-resolution next time the issue is encountered Make PSO agents aware of the self-help (Info Manager) solutions available Understand the issue faced, identify potential causes and route the issue to Customer Success Enablers (L2) Coordinate with onshore & offshore teams (business & technical teams) from client side as per governance set on issues identified, fixes (1.) 1. Ensure Retention of team members is within the agreed norms. 2. To lead, motivate and develop teams so that they are motivated to meet new challenges. (2.) 1. To ensure complete adherence to Attendance/Login Hours/Unsched Leave for his span/ 2. To ensure full deployment of performance management processes like Monitoring, Coaching, One to One, etc/ 3. To have regular reviews with team leaders4. To maximize profitability & ensuring Quality standards (3.) 1. To formulate the Key Result Areas of the Team Leaders & Team Members 2. Conduct appraisals and feedback sessions with Team leaders/FTs and agents at regular intervals 3. Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients (4.) The individual should demonstrate capability of delighting one s customers by focusing on their needs and ensuring that the customer perspective is the driving force behind all value-added business activities (5.) To consistently meet or exceed all agreed execution parameters as defined for the process.