Customer Relationship Manager

Job Description

Customer Relationship Manager About the Role: We are looking for a highly motivated Operations Manager to lead and manage the day-to-day operations of our EMG division, including the GST Support Team, E-Doc (e-Invoicing, e-Way Bill, e-Ledger), and implementation function. This is a key leadership role that ensures smooth delivery of support, training, and implementation activities while maintaining high customer satisfaction. Key Responsibilities: Manage day-to-day operations of the EMG (EaseMyGST) team across GST Support, E-Doc, and implementation. Oversee team performance, allocate tasks, and ensure SLAs are met across all functions. Drive operational efficiency through process improvements and team coordination. Plan and conduct regular training sessions for team members on GST updates, product enhancements, and customer service skills. Ensure timely resolution of client issues and high-quality support delivery. Collaborate with the product and tech teams for continuous improvement based on client feedback. Monitor implementation timelines and support go-live processes. Prepare performance reports, highlight key operational metrics, and report to senior management. Requirements: Must-Haves: 7-10 years of experience, with at least 5 years in a team lead or managerial role. Proven track record of handling customer support operations or software implementation. Excellent communication, team management, and problem-solving skills. Ability to plan and deliver structured training programs. Should have knowledge of Customer handling. Should have knowledge of commercial. Good to Have: Experience working with ASP/GSP platforms or GST Suvidha Providers. Graduate (Commerce background preferred). Strong understanding of GST laws, filing processes, and compliance. Exposure to retail domain or ERP implementation will be an added advantage. Hands-on experience with tools like Excel, Jira, or other ticketing systems. Benefits: We like to think that talent grows at Ginesys and stays at Ginesys. To ensure this, we provide our employees with the best working environment, the latest technology and continuous support. We go out of our way to retain the small business feeling with which we started and stimulate innovation and collaboration through teamwork and our non-hierarchical approach. We offer competitive salary, and other fantastic perks and benefits, such as: Ginesys Academy for holistic training and development Comprehensive health insurance coverage Excellent rewards and recognition policy Transparent compensation policy with no unnecessary deduction in CTC Annual company off-site and a variety of events, celebrations throughout the year Travelling opportunities between our offices across the country. Annual Ginesys walkathon & related sporting events Quarterly Coffee with CEO Here’s our story; now tell us yours “Ginesys One” is India’s best omniretail suite backed by Ginesys, the first integrated Retail specific ERP software for online retail, offline retail and distribution. It is the largest Indian company in the retail tech industry catering to both online and offline needs. 1200 + brands including (Manyavar, V-Mart, Skechers) are accelerating their businesses with Ginesys. With a team of 400+ employees, Ginesys One plans to revolutionise retail by being a single-stop cloud-based retail suite. We have a pan India presence with offices in major cities including Gurgaon, Kolkata, Bangalore, Hyderabad, Mumbai, Coimbatore & Goa and are expanding rapidly. We love the challenges of retail and are busy solving them to create a great retail tech suite. Ginesys core mission is to continue to build world-class internal service capabilities, in a bid to deliver outstanding external service value to customers. We are an ISO-certified and SOC compliant company having won myriad awards for our innovation and support. For further information, please visit our website http://ginesys.in