About The Role : - Zimplistic (www.rotimatic.com) is seeking a Vendor Operations Manager to join our Operations team in Gurgaon. - With a strong focus on Customer Acquisition and delivering excellent Customer Experience with a strong belief that top-notch customer service builds a successful business, we are seeking someone who lives and breathes customer success. - This is an opportunity to be part of a fast growing, ambitious company that prides on being one of the most innovative hardware start-ups in the world. Having invented the first of its kind fully automatic flat bread making robot - Rotimatic, we are helping people eat healthy daily. We are a team driven by the purpose of shaping the kitchen of the future. - We are Rotimatic. We break boundaries. - This role includes responsibilities for leading Customer Success Activities (e.g., on-boarding, Pre sales to post sales support services, adoption, advocacy, retention, order management, escalations, online reputation management etc.) and outcomes (e.g.customer delight,warranty renewals, positive online reputation etc.) And Customer Acquisition Activities (setting-up, managing Inside Sales on pre-registered and New to Rotimatic Customer base, Driving healthy conversions and ensuring steady growth in Global customer base) Your Contribution: - Drive New Customer Acquisition & Create World Class Customer Experience. Build and grow Customer Centricity. Drive Customer Success. What You'll Do: - As an integral part of the Vendor Management Team you are responsible for defining the Customer Service SOP and partner with stakeholders across the company to effectively meet customer service objectives - Define the overall CS approach, identify the core success factors, and execute on the plans - Build a learning organization that continuously gathers customer feedback and iterates processes and focus as required, driving efficiency, productivity and effectiveness - Create a customer centric culture with in Zimplistic by championing that in all aspects of the organization - Define and measure KPIs such as customer complaints, time to respond / resolve, First time Right, Churn, NPS, CSAT, etc, driving improvements that increase value for customers and Zimplistic, across all tools such as phone / written / Social media - Provide critical customer based feedback on product functionality, processes, etc into the product, engineering and sales functions - Make actionable recommendations by deep-diving into various queries, performing analyses, and drawing insights, that reduce the need for our customers to contact support - Foster strong relationships with customers and maintain high & consistent quality of service and customer satisfaction - Use the right tools to build governance and metrics to improve overall customer engagement - Set-up a strong conversion metric driven Inside Sales team that look at delivering beyond stipulated benchmarks and push and define their own boundaries - Set-up relevant dashboards that measure and highlight the right customer success and acquisition metrics and help drive timely action - Driving regular(daily/weekly/monthly) reviews with Vendor Basic Qualifications: - Experience leading mid to large size Support teams in fast growing B2C technology / Kitchen appliance/Product/premium product organization serving high end customers - Bachelors/Masters degree in Business studies/management/administration - 4+ years experience in Vendor Management managing successful Inside Sales and Customer experience teams. - Strong prowess in setting-up and managing CRM, Dialer solutions to successfully deliver CLM in a structured way Preferred skills and experience: - Champion a customer-centric culture with a customer first mentality - Strong knowledge of CRM tools such as Zendesk, Intercom etc, spreadsheets and other CSAT and reporting tools, as required - Strong Inside Sales exp on both Warm and Cold Data - Comfortable with metrics, and the ability to drive insights and actionables from them - Ability to manage priorities and projects in a fast-paced environment - Building support process and escalation management are a big plus - Success in cross functional influence and inspiring change in a matrices environment - Managing a team of customer service managers, coaching and guiding them - Managing an outsourced vendor partner - Highly committed and driven - Outstanding communication and customer relationship skills - Working across time zones

Gurgaon/Gurugram

Zimplistic - Vendor Operations Manager - Customer Support 

Zimplistic - Vendor Operations Manager - Customer Support  ,Job Description for Zimplistic - Vendor Operations Manager - Customer Support  in Zimplistic in  Gurgaon/Gurugram for (6-8) years of experience. Apply Now!

Job Description for Zimplistic - Vendor Operations Manager - Customer Support  in Zimplistic in  Gurgaon/Gurugram for (6-8) years of experience. Apply Now!