Overview
Team Lead – Customer Success (Omni/OMS/WMS/Supply chain) Jobs in Bengaluru, Karnataka, India at Increff
Title: Team Lead – Customer Success (Omni/OMS/WMS/Supply chain)
Company: Increff
Location: Bengaluru, Karnataka, India
DescriptionYou will play a crucial role in INCREFF’s growth journey by enhancing “customer experience“ by making our customers experience the true value of our products and services.
Responsibilities
You will be leading a team comprising of customer success and support POCs.
You will be responsible for creation/updation/review of BRD, SOP, FAQs and other solutioning documents for internal team as well as customers’ all common issues, and any specific documentation for customers supported by your team members.
You will be responsible for end to end issues and relationship management for customers assigned to your team members.
You will be responsible for requirement gathering from critical customers, reviewing customer requirements captured by your team members and presenting the same to the internal product development team with the business case.
You will be responsible for handling escalations of critical customers’ business and operations teams to help them resolve issues.
You will be responsible for solving critical technical issues which would hamper customers` operations.
You will be responsible for managing smooth onboarding of new customers and keeping healthy relationships with customers’ business, technical and operations teams.
Gaining and documenting a deep understanding of the e-commerce and fashion industry by interacting with all ecommerce giants of the world.
You will be handling complex and large data related to customers’ SLA management.
You will be responsible for coming up with customer interaction processes which will help Increff scale.
Measuring and monitoring customer success metrics, dashboards, SLAs, reports etc.
Maintaining SOPs and FAQ documentation for internal team members.
Maintaining project schedules by managing timelines and making proactive adjustments.
Responsible to serve as a POC in escalation metrics for external clients with delivery issues, promoting maximum customer satisfaction metrics for each interaction.
Requirements
4+years experience in handling multiple enterprises
Good experience in tools & automation
Excellent problem-solving skills
People Management skills
Excellent written and verbal communication
Process-oriented and well organized
E-Commerce domain is a plus
Engineering degree in any stream.
The ability to accommodate and work across diverse time zones is highly valued.
Skills: warehouse management systems,order management,supply chain,communication,stakeholder management,e-commerce,team management
