Customer Success Manager

Role Details

Team/ Function

Operations | Customer Success

Location

Ahmedabad.

Designation

Manager, Customer Success

Reporting

Reporting Manager

·         Director, Customer Success

Direct Reportees

·         5-10 people

Role Objective

The role includes coordinating with multiple teams and ensuring that all the orders are closed within the promised timelines. This includes strategic and tactical guidance, usage tracking, fulfilment and invoicing support and measuring OTIF etc. and ensure upward growth in Customer Experience.

Role Responsibilities

·         Managing the Suppliers Pick Up Plan and ensure that Pick up SLA’s are met.

·         Managing delivery plans based on internal KPIs; achieve higher product adoption, customer satisfaction, and overall OTIF.

·         Managing product-related, fulfilment-related or process-related queries from the customer that occur on the platform.

·         Coordinating with teams for End to End Order Status from Supplier Pickups with Delivery (Order Life Cycle).

·         Maintaining and building on company's relationship and advice, on ways to deliver value from the product.

·         Producing regular status and quarterly activity report to the company's leadership.

·         Maximize the appropriate use of technology to improve order efficiency and thus improving the customer experience.

·         Managing support issues and escalations for the company's customers

·         Ensure excellent internal communication with business units and the Customer Service team to help foster a customer-centric culture.

·         Identify opportunities throughout the process to minimize operating costs.

·         Drive the development and implementation of policies and procedures throughout customer service to maximize operational efficiency and profitability.

·         Develop and deliver the people agenda to promote best in class service.

·         Work closely with relevant stakeholders to ensure End to End Order lifecycle is completed within the timeframe. It included strategy, plans and discussions, for both current product/platform and new product developments.

Key Stakeholders

With

Purpose

Internal

KAM’s/ Sourcing/ Warehouse & City Heads

Coordinate with Suppliers and Customers on Order status and support required in case of issues and escalations

Category/ Business Development Teams

Establish a comprehensive understanding of products in order to better serve the customers on product features

Qualification & Experience

Essential/ Desirable

Work Experience

Minimum 3 years of experience in Customer Support or Order Management

Essential

Knowledge in handling Customer Complaints, Investigation & Escalations, etc.

Essential

Knowledge/ Skills

Knowledge of customer success in quality results by studying, evaluating, and re-designing processes;

establishing and communicating service metrics; monitoring and analyzing results and implementing

changes

Essential

Strong communication skills including verbal, written, presentation and active listening and group facilitation

Essential

Strong project management skills and CRM proficiency

Essential

Attention to detail and analytical skills

Essential

Education

Graduation from a Tier 1/Tier 2 college

Essential

Post-Graduation from a Tier 1/Tier 2 college

Desirable