Customer Success Associate (ERP & Logistics Platform Implementation & Support)

At Shipmnts, we are on mission to Accelerate Global Trade. We are an all-in-one Technology Platform with all the software, integrations and resources one needs for Global Trade & Logistics Management (GTLM).

Our goal: Revolutionise Tech for second largest industry in the world!

Who you'll be working with:

• You will work closely with our Head of Product, our Customer Success Team and our CEO
• Our Customer Success team is responsible for end to end customer experience around planning, implementation, user onboarding and post onboarding support

What you'll do:

• Promptly resolve inbound calls and online Support cases from customers
• Performs routine to moderately complex troubleshooting and analysis to resolve issues
• Identifies software defects and reports to Quality Assurance/Development for investigation of root cause and fixing
• Documents case through formalized written communication
• Handle inquiries and problems within assigned major product area expertise/ skill set and effectively triage those outside area of expertise and transfers to the next Support level
• Create and maintain knowledge base that enable self-service support for Customers/Partners
• Gather and prioritise feedback from customers. Provide a view of ground realities and help us identify risks at each account level.
• Co-own end-user training and data migration from legacy system and technical support for our finance and tax compliance modules
• Participate in constant improvement around processes for onboarding, adoption, and customer success.
• Help our customers realise tangible value / outcomes faster with our product

You will be face of Shipmnts for our customers!

What makes a great profile for us:

• Former experience in Technical / Functional Support
• Former experience in Product Led environment
• Former experience in managing successful implementations of ERPs / complex SaaS workflows (especially with customer onboarding)
• Bonus: Basic Knowledge of accounting systems like Tally/ERP Next

You are:

• Extremely Organised and Detail Oriented
• Calm under pressure and self motivated
• Collaborative
• Problem Solver
• Most importantly you are empathetic to customers!

Some Basic Requirements:

• You are Tech-Savvy and proficient in MS office applications, with moderate to advanced Excel skills
• Proficiency in Business English language (Spoken and Written)

Owning Knowledge has no pre-requisites and we welcome candidates with any form of formal educational background who match this profile!

Job Types: Full-time, Permanent, Fresher

Pay: ₹15,000.00 - ₹25,000.00 per month

Schedule:

• Day shift

Ability to commute/relocate:

• Ellis Bridge, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Work Location: In person