We are looking for an Operations Head for one of the client in E-Commerce Startup based out of Mumbai.  Roles and Responsibilities :   - As Head of Operations, you will report directly to the CEO and will be responsible for the adoption, retention and growth of the organization. The successful candidate will bring the product's best ideas, innovations, and capabilities and match these to the customers business goals. As a trusted advisor and coach, you are the post-sales success leader for clients.  - You will develop and execute end-user on-boarding programs, oversee the entire customer lifecycle, and own all hiring and management decisions for organization Customer Success Team.  - You will implement strategies and processes to improve customer activation, retention, reduce churn and drive referrals.  Key Responsibilities :  - Provide strategic direction, leadership, development, and management of customer support operations  - Analyze and streamline processes to improve customer experience and team efficiency.  - Manage a team of support professionals delivering world class service to customers.  - Own the overall relationship with customers, which includes: Initial on-boarding, increasing adoption, ensuring retention, and ongoing satisfaction.  - Responsible for recruiting, on-boarding, training, and developing a high-performance support team.  - Lead engagement with key customers.  - Act as an escalation liaison between the Customer, Support Team, and Product Management to help resolve technical issues blocking product adoption or during any stage of customer life cycle.  - Directly liaise with multiple departments including Sales, Product Management and  - Engineering to provide the best service to organization customers.  - Work closely with sales to help sell the right offerings to our strategic customers  - Set and monitor key performance indicators; including customer satisfaction, operating efficiency, and team performance.  - Travel and meet with customers onsite to discover and understand their needs and help them develop an on-boarding process.  - Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.  - Establish a trusted/strategic advisor relationship with each customer and drive continued value of Companies products and services.  - Work with the CEO and leadership team on strategic initiatives for the organization.  Requirements :   Experience, Technical skills & Knowledge  - 12+ years of experience in a customer service operation, delivery operations and management or customer engagement. SaaS experience a benefit  - Must have a proven ability to work across and coordinate with functions such as Sales,  - Services, Customer Success, Product Management, and Engineering  - Must be a strong leader, who can manage internal and customer executive relations including contract negotiations  - Demonstrated track record of building and scaling support operation including management and development of teams, processes, and metrics  - Excellent verbal and written communication skills  - Very strong organizational and prioritization skills  - Excellent problem-solving skills, including issue tracking, triaging and crisis management  - Innovative, passionate, and results-driven, team leader with a "can do" attitude  - Strong technical understanding and the ability to communicate technical issues back to customers in a user-friendly way  - Passionate about driving operations and process excellence

Mumbai

 Head - Operations - eCommerce Startup 

 Head - Operations - eCommerce Startup  ,Job Description for  Head - Operations - eCommerce Startup  in Skima Innovations pvt ltd. in  Mumbai for (12-15) years of experience. Apply Now!

Job Description for  Head - Operations - eCommerce Startup  in Skima Innovations pvt ltd. in  Mumbai for (12-15) years of experience. Apply Now!