Customer Success Associate Manager

Associate Manager - Customer Success

About Intugine:
Ever wondered how the physical goods we consume every day (think dairy, snacks, or your favorite choco chip ice cream) reach you in time? Or how beautiful furniture or sophisticated electronic equipment and gadgets you use are delivered in the best possible condition at your doorstep.

Their journey spans from getting sourced, manufactured, and stored, to getting moved across a highly intricate supply chain network across the globe before it gets delivered. Global brands constantly face challenges like not having visibility of their raw materials, which delays production and in turn, delays customer shipments, or tracking shipments across various modalities and multiple geographies.

Intugine Technologies is one of the most trusted solution partners catering to these brands with its best-in-class visibility platform helping brands gain comprehensive visibility over their supply chain across modalities(air/land/sea/rail). Their solutions have helped eliminate operational inefficiencies, reduce logistics costs and improve OTIF, order to delivery TAT, and minimise dwell time and detention costs.

Intugine is a proud partner of the National Logistics Policy, an initiative by the Government of India. With this, it provides these brands with additional information via their integrations with FASTag, Port Community System, and Freight Operations Information System to name a few.

Today Intugine works with 75+ global enterprise names like GE Healthcare, Signify, Flipkart, Mahindra Logistics, Titan, Diageo, Ultratech Cement, Bridgestone, and GMMCO.

To know more, visit the website:

Role:

The Associate - Customer Success plays a pivotal role in the business and carries a high level of responsibility. As well as overseeing all operational areas of the business, the role is central in supporting business growth. He/she interacts directly with customers, internal stakeholders and providers.

Responsibilities:

• Ensuring execution of Operational Processes to allow the business to efficiently operate and grow

• Ability to follow-up & coordinate with multiple internal stakeholders.

• Following up clear metrics for performance measurement & turnaround times for each of the key processes.

• Travel to client locations if needed to understand their needs, train them about Intugine's solutions and build relationships with them.

• Manage customer worklist's so customer requests are implemented as pace, ultimately improving customer service standards.

• Design and set up processes and work on continuous improvement of the set processes

• Collaborate with the technical team to set up or configure Intugine's software platform as per clients' requirements and troubleshoot technical issues raised by them.

• Set and monitor KPIs on implemented projects.

• Implement systems and processes that deliver improvement toward 100% conformance to client requirements.

• Research and analyze Intugine's new products and design a process for their implementation.

Requirements :

• Any prior experience of operations/customer success would be preferred

• You must be able to see the big picture as well as the finer details, as your work is across the spectrum. You will deal in small daily matters, as well as larger aims and setting goals. A systematic organized approach to work is vital.

• Brilliant communication and interpersonal skills, for dealing with many types of people at all levels in a direct diplomatic way is essential. An understanding of customer/client requirements is a must.

• Soft skills, including effective time management, prioritizing and delegation, is a must. You must be able to lead, coach, inspire, support and motivate your team, and always seek to improve best practice.

• Knowledge in SCM is a plus.

• Having natural creative flair and being full of ideas and energy to introduce new concepts and innovations would also be advantageous.

• Desire to assume responsibility and work autonomously.

• Highly organized and able to juggle numerous tasks.

• Good written and spoken English (being a native speaker will be a plus.