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23/01 Karan Sinha
HR at Arvind Internet

Views:437 Applications:128 Rec. Actions:Recruiter Actions:0

Arvind Internet - Manager - Customer Success (6-10 yrs)

Any Location/Bangalore Job Code: 884828

About Us: Who we are, what do we do?

Want to work on the Future of Retail?

Want to help Retailers truly own their consumers?

Want to build an OS for Retail?

Want to work with Retailers across the world?

If the answer to the above questions is Yes, KEEP READING FURTHER..

Omuni, powered by Arvind Internet is India's largest omnichannel retail enablement platform built by retail practitioners. We are backed by Arvind Ltd., one of India's most respected companies in fashion with divisions in textiles, retail, and brands. We power the omnichannel roadmap of 50+ global brands covering a network of 5000+ stores. We help global brands/retailers create smarter and delightful customer journeys & empower our customers to rethink retail across India, South East Asia & Middle East

Our 200+ strong team comprises of Engineers, Product Managers, Retail operations, CRM, store support, supply chain management, analytics who have built the platform in-house to solve the needs of modern retail from a practitioners point of view and thus the platform requires very little customization to be deployed for most brands & retailers

Few products powered by our platform are NNNOW.com, omuni.one apps, Wildcraft.com etc.

Operations @ Omuni, Arvind Internet:

Handles 7000 stores across 100 customers

Handles 1M+ of orders from digital or marketplace store fronts

Is responsible for customer satisfaction through successful order completion and fulfilment. It includes thought leadership, being the voice of the customer internally with Product and Engineering, customer support, periodic business reviews, interactions across various roles with every client

About the role:

- We are looking for Key Account Managers / Customer Success Managers at Omuni. This role is meant to be the voice of customer inside the organization - identifying and quantifying the key factors for Customer success and then communicating them effectively to drive the solutions towards an excellent customer experience. The roles & responsibilities entail:

- Drive the Customer Success framework at Omuni through closely monitoring the metrics / SLAs for each brand so as to deliver an excellent customer success experience

- Work closely with adjoining Functions like Tech Support, CRM, Supply Chain Management and Product to ensure client commitments are delivered timely and qualitatively

- Do an in-depth analysis of your customers through CABs and QBRs and provide inputs for the Product roadmap so as to to ensure high success rates amongst customers

- Work on client escalations with speed and urgency for appropriate resolution

- To ensure right expectations are set with the client with reference to go-lives, etc. as per the Product and Delivery roadmap

- To provide the Sales team inputs for scale up, cross sales or competition threats inside the account

- To communicate Product Roadmap, new feature launches or downtime to the client

Ideal Candidate profile:

- Understand and empathizes with Retail and its pain points

- Comes with 6 - 10 years of relevant work experience

- Has demonstrated ability of working as a thought partner with clients

- Ability to influence and work with related Functions within the organization

- Brings demonstrated systems and process thinking capabilities

- Demonstrated result-orientedness through tracking customer metrics and resolving those

- The ability to work across geographies and cultures

Meet the team:

- Arvind Internet is a young, dynamic, fast paced organization that:

- Loves solving complex problems

- Challenges status quo

- Is Customer drive

- Engineers products

- Our average age is 29 years!

Culture:

- We are an open, employee-friendly organization with a flat structure. The core of all our processes is #rethinkretail

Benefits

- Arvind Pride Card: 30% discounts on all brands of Arvind Fashion Limited, like U.S. Polo Assn., GAP, Arrow, Flying Machine, Ed Hardy, etc.; 20%-30% discounts with Sephora, Unlimited

- A comprehensive and contemporary - Time Away from Work-

- Relocation benefits for an inter-city movement

- Birthday gift voucher

- Insurance program for Family

Perks :

- Working with the best minds to transform retail

- Flexi-working schedule

- Regular Celebrations and outings

- An approachable & accessible leadership team

Interview Process for Customer Success:

In order to help you prepare better, we- d like to share with a directional sense of what to expect in the interview:

- Exploratory call by Recruiter: [ 5 mins ]

- Recruiter call to check if you are interested in exploring job opportunity with us

- If yes, the Recruiter shares with you the JD. Does data checks in terms of CTC and Notice period

Recruiter call: [ 20 mins ]

- Recruiter briefs you about the org; about the Partnerships org; about the role

- Understands from you about your work ex, skills, expectations about the role, etc.

- If your profile is shortlisted in the screening process, the 1st Round is set up with a Peer

Round 1 & 2 : Interaction with a Peer [ video- call ]

- Discussion with a potential peer

- Interviewer explains about the org and the role

- Understands your past work experience, major projects you- ve worked on, deep-dive into any specific projects ; answers any questions you may have

- If the profile is further shortlisted, the next round is scheduled by the Recruiter

- Round 3: Interaction with the Hiring Manager [ video- call ]

- Discussion with a potential peer

- Interviewer discusses with you a real-life situation

- One would want to understand your approach to solving problems, coming up with multiple approaches, technical expertise, etc.

- If the profile is further shortlisted, the next round is scheduled by the Recruiter

- Round 4: Head - HR Round [ in person / video- call ]

- This round is to get an overall understanding about your profile, org and cultural fitment

Women-friendly workplace:

Maternity and Paternity Benefits

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