In the world of e-commerce, where scale is critical, data is the only way to make informed strategic decisions. We pride ourselves on being data-driven in continuous attempts to grow, evolve, and remain ahead of the market.

As a Program Manager of the Customer Success team, you will be leading & driving a team of Sr. Business Analysts and are responsible to improve operational efficiency of our onsite Customer Success Managers in the target market (USA). You will encourage best practices and knowledge sharing within the organization, and as a trusted advisor to the business you will also determine information requirements.

You will have dual responsibilities of identifying processes that need improvement, and at the same time supporting the overall Customer Success Management Operations.

This position requires close co-ordination and daily interaction with our onsite Customer Success Managers based out of USA. You may have the added benefit of onsite travel to the US to interact with customers to gain insight into their strategies.

This role is based out of India and is a 100% remote position.

Responsibilities

• Drive & lead a team of highly motivated Sr. Business Analysts
• Work with onsite Customer Success Managers & Brand Partners in our target market (USA) to keep all operational performance metrics healthy in areas of catalog, fulfilment, inventory, payments, integrations & returns.
• Develop detailed requirements (business, user, process, system requirements – functional and non- functional) and establish traceability to the business vision
• Actively work with internal development teams to conduct a gap analysis of different solutions (both internal and external) and identify the best path forward.
• Collaborate on all business readiness activities including end-user training, product testing, rollout, iteration and support
• Building and standardizing scalable processes and best practices, both for the CSM team and in association with various parts of the organization (Customer Support, R&D, Sales, Marketing)
• Assisting with documenting these processes and best practices, delivering training around them, and driving adherence to them
• Maintaining and enriching Customer Success tools and platforms with the most up-to-date data
• Identifying new tools to increase efficiency and automation.
• Building a dedicated feedback loop to ensure knowledge flow across the organization.
• Tracking and helping drive completion of key CSM deliverables and initiatives.
• Customer-centric orientation with strong communication skills

Requirements

• Technically agile with a good understanding of customer success management operations
• Strong Team Management & Leadership Skills
• Strong analytical and quantitative skills with the ability to use data and metrics to justify requirements
• Strong Project Management Skills and ability to track and maintain multiple deadlines.
• High attention to detail and should be Impact focused
• Proven ability to deliver results in a high-performance & dynamic environment
• Exceptional written and verbal communication skills with the ability to present complex information clearly and concisely
• A high level of professionalism, integrity, bias for action and strong work ethic
• Ability to perform in a remote working environment
• Knowledge of data visualization or analytical tools would be an advantage

Qualifications

• Successful track record in leading and delivering operational excellence projects
• At least 2 years of work experience in leading a team
• Management Degree from a top 20 business school.
• Ideally suited for 2014 / 2015 / 2016 batch graduates

Benefits

• 100% remote, work from home position
• Onsite travel to the US
• Ongoing training and growth opportunities
• Retreats, offsite team-building activities & conferences
• Medical, Accident Cover & Life Insurance
• Wellness, Home Internet & Skill Development Benefits