Manager - Customer Success Operations, Litmus GCC

About the Role:

We are seeking a dynamic and results-driven leader to manage all aspects of Customer Success Operations based out of Global Capability Center (GCC) in Pune. The person in this role takes ownership of all operational activities related to Customer Success being executed from GCC while allowing the Head of Customer Success to focus more on customer facing activities. This role is a critical leadership position responsible for scaling the Customer Success organization inside Litmus GCC.

Role's Responsibilities:

Customer Success Processes: This role is responsible for championing operational excellence and the efficient execution of all internal business processes.

• Process Management: Define and manage the Customer Success function's processes & methodologies in alignment with the global team.
• Tools Standardization & Adoption: Work with global team to identify, deploy and drive adoption of standard work tools within Litmus GCC
• End-2-End Oversight: Oversee the entire project lifecycle, from initial design and scoping through to development, deployment, and post-launch hyper care.
• Reporting & MIS: Manage the Customer Success Management Information System (MIS) and provide comprehensive reporting to all stakeholders.

Team Learning & Growth: This role is responsible for building and nurturing a high-performing team and a knowledge-rich environment to drive continuous improvement.

• Team Building: Build, lead, and mentor a high-performing team of pre-sales consultants, application engineers, customer support analysts, and Deployment project managers within the Litmus GCC.
• Talent Development: Drive the professional growth of the team by defining skill development plans, managing aspirations, and fostering a culture of continuous learning.
• Knowledge & Assets: Build a knowledge repository and library of reusable assets to improve efficiency and consistency across the team.

Customer Satisfaction: This role supports customer facing team in ensuring seamless project delivery and maximizing customer satisfaction to build long-term relationships.

• Project Delivery: Lead the end-to-end delivery of Litmus Automation implementation programs, including large-scale, multi-site rollouts of our IIoT and Edge platform.
• Quality & Governance: Establish and manage robust delivery governance frameworks to ensure projects are delivered on time, within scope, and on budget.
• Customer Relations: Act as a senior point of contact for key customer stakeholders, managing their expectations and communications by providing regular updates on project status, risks, and milestones.
• Escalation Management: Take ownership of and effectively manage customer escalations to ensure a seamless transition from project delivery to long-term success.

Financial Excellence: This role supports customer facing sales & pre-sales team to drive revenue growth while driving cost control through operational excellence.

• Revenue Enablement: Collaborate with the sales and business development teams to support pre-sales activities for strategic global accounts.
• Commercial Support: Assist in the creation of technical and financial proposals, Statements of Work (SOWs), project scoping and effort estimation.
• Resource Management: Manage all aspects of resource planning, hiring, allocation, and utilization to meet the demands of a growing project pipeline in a sustainable manner.
• Financial Management: Oversee the financial aspects of the Customer Success operations such as invoices follow-up, renewals etc.

Role's Desired Qualifications:

• 10-15 years of experience in technology delivery, with a significant focus on program and practice management.
• Proven expertise in delivering complex, global technology solutions in industrial sectors such as Automotive, Food & Beverage, or Discrete/Process Manufacturing.
• Deep domain knowledge in Manufacturing Operations Management (MOM), Manufacturing Execution Systems (MES), IIoT, and Industry 4.0 solutions.
• Demonstrated experience building and managing a practice or a delivery team, including skill development and resource management.
• Strong background in full-cycle program delivery, stakeholder engagement, and managing cross-functional global teams.
• Hands-on experience supporting business development and pre-sales activities.
• Professional certifications in project management such as PMP, Prince2, Certified Scrum Master (CSM), or SAFe are highly desirable.
• Exceptional leadership, communication, and interpersonal skills, with the ability to manage complex customer relationships.
• Bachelor's or master's degree in an Engineering discipline or a related field.