Job Description: Customer Success Champions (Boots on the Ground BOG) Identify on-ground issues faced by agents at Partner Support Operations (PSO) and coordinate resolutions with Customer Success Enablers (L2) teams to enhance productivity, service quality, and customer satisfaction. Provide instant technical assistance for basic desktop/thin client troubleshooting, session re-initiation, and clearing up resources. Maintain knowledge of issues to facilitate user self-resolution in future occurrences. Educate PSO agents about available self-help solutions through Info Manager. Routinely communicate with onshore and offshore teams (business and technical) from client-side to address identified issues, implement fixes, and adhere to governance policies. Manage team member retention within agreed-upon norms. Lead, motivate, and develop teams to meet new challenges. Ensure complete adherence to attendance, login hours, and unscheduled leave policies. Implement performance management processes like monitoring, coaching, one-on-one reviews, and more. Foster regular reviews with team leaders to ensure team performance aligns with company objectives. Promote profitability and maintain quality standards. Establish Key Result Areas for Team Leaders and Team Members. Conduct appraisals and feedback sessions with Team Leaders, Full-Time Employees, and agents at regular intervals. Maintain performance and SLA management, ensuring high customer satisfaction feedback from both internal and external clients. Demonstrate customer-centric approach by focusing on customers' needs and ensuring their perspective drives business activities. Achieve consistent execution results that meet or exceed defined parameters.