International BPO Executive

Job Details

- Job Title: Associate Director - Customer Success

- Industry: Healthcare

- Experience Required: 6-8 years

- Working Days: 5 days/week

- Function: Operations

- Job Location: Mumbai

- CTC Range: Best in Industry

Required Skills: Excellent Communication Skills, Team Leadership, Client Relationship Management, Cross functional collaboration, Analytical Skills, Customer Success Strategy

Criteria:

• Candidate should have minimum 6 years of client-facing experience.
• Candidate should have experience in a SaaS Business Model or Health-tech domain.
• Candidate should have worked on B2B model.
• Candidate should have experience from SAAS or B2B companies.
• Candidate must have minimum 2 years of experience in managing and leading teams.
• Proven experience in Customer Success lifecycle management from pre-launch to renewal.
• Candidate must have Target driven approach and mindset to achieve business targets and defined growth objectives
• Candidate should have experience in cross-selling and up-selling.
• Strong client relationship management and stakeholder engagement skills
• Experience in collaborating effectively with cross-functional teams (Sales, Marketing, Product, Operations)
• Strong communication, analytical, and problem-solving skills

NOTE:

Any Manager / Sr. Manager candidate can work for this role.

Description

Job Description

We are seeking a dynamic and results-oriented Associate Director - Customer Success to join our team. A key, client-facing role that needs high energy and passion for growing business and making an impact by building strong relationships with the clients, winning their trust, and position of influence by being their consultant.

Manage our esteemed clients throughout the lifecycle starting from pre-launch to renewal by maintaining and ensuring a strong and trusting relationship. Ready to work in a dynamic work environment with highly energetic and passionate colleagues with aggressive goals and targets. Be the bridge and the only source of information exchange between the client and the organization. Own complete responsibility for the business by ensuring to Maintain client satisfaction through governance meetings regularly.

Grow business by influencing the clients in upgrading their product/features/offerings. Ensure client retention year-on-year. Coordinate seamlessly with internal stakeholders for ensuring successful execution and meeting client's expectations.  Generating reports and sharing executive summaries internally and externally based on business demand.

A successful applicant:

A passion for establishing long-lasting, and trusting relationships, a sound ability to forecast the client's needs, and the ability to encourage the client to upgrade their benefits. Retain clients and ensure their satisfaction.

Responsibilities:

• Lead a high-performing team that works collaboratively with other supporting team members

• Achieve quarterly goals and growth objectives defined under OKRs

• Coach your team in analyzing opportunities be the catalyst in business growth

• Mobilize and enable your team in solving problems for customers and help them achieve their business objectives

• Collaborate cross-functionally with Sales, Marketing, Product, and Operations teams seamlessly to achieve customer satisfaction 

Requirements:

• MBA degree or equivalent practical experience

• A mini. of 6 years of client-facing experience working in a SAAS Business Model/Health-tec

• A mini. of 2 years of experience in managing teams

• Experience in collaborating with cross-functional teams

• Engage with and influence leadership with excellent communication skills, analytical and problem-solving skills

Benefits About Company: 

Join the fastest-growing health benefits platform in India. Company is a Series B funded startup, Operating in one of the few industries with tailwinds from COVID-19. We are at the intersection of health & insure-tech, targeting South East Asia's multi-billion-dollar corporate health benefits market. Trusted by 100s of companies like LinkedIn, Nike, Netflix, Airbnb, S&P Global, Dmart etc., our predictive and personalized platform helps employers administer their health benefits efficiently, reduce health care costs by 20% and increase employees' engagement. Recognized for our innovations by NASSCOM (10 most innovative start-ups), Google for startups. 

• Be part of a successful, high-growth B Series-funded startup with patented technology
• Work at the forefront of cutting-edge health-tech innovation
• Trusted by 1000+ companies across industries
• Dynamic startup culture with a flat hierarchy and a “fast fail, fast learn” approach
• Attractive compensation with lucrative performance-based incentives
• ESOPs and rapid career growth with opportunities for multiple promotions in a year
• 360-degree appraisal process for holistic performance feedback
• Direct reporting to top management for high-impact exposure
• Comprehensive medical benefits, fitness-sponsored perks including Gym, Yoga, Zumba, and more

JOB OPENING- WEBSITE COORDINATOR

Job Title: Website Coordinator

Location: Spacejam, Sector 82, Mohali

Work Mode: Onsite

Experience: 2–3 Years

Salary: ₹30,000 per month

About the Role:

We are looking for a proactive Website Coordinator with strong hands-on experience in both frontend

and backend web development. The ideal candidate should be well-versed in platforms like WordPress,

Shopify, Wix, Squarespace, and Element or. In addition to development work, this role involves

project coordination, ensuring smooth communication between internal teams, clients, and vendors.

Key Responsibilities:

● Develop, update, and maintain websites on platforms such as WordPress, Shopify, Wix, and

Squarespace.

● Customize themes, integrate plugins/apps, and troubleshoot performance or UI/UX issues.

● Coordinate with designers, content writers, and clients to ensure website deliverables meet

expectations and deadlines.

● Manage basic SEO setups, website backups, security updates, and performance optimization.

● Maintain documentation and provide regular project updates.

● Assist with testing, deployment, and monitoring of websites.

Key Requirements:

● 2–3 years of proven experience in web development and CMS platforms.

● Proficiency in HTML, CSS, JavaScript, PHP (for WordPress), and related tools.

● Experience with drag-and-drop builders like Element or, Web flow, etc.

● Familiarity with Shopify app integration, payment gateways, and theme customizations.

● Strong communication, problem-solving, and coordination skills.

● Ability to work independently and manage multiple web projects simultaneously.

● Willingness to work onsite and be the point of contact for all web-related tasks.

Skills Required

• Generate business via portals like Upwork, Guru, PPH and Freelancer.
• Upwork response handling to mature business opportunities and Interact with clients
• Must have technical knowledge of Mobile and Web Development technologies, if you don’t have technical know how, please don’t apply.
• Explore and develop new business opportunities and understand clients' requirements and acquisition.

Qualifications

• In depth knowledge of online marketplaces i.e. Upwork, PPH, Guru etc.
• Bringing new projects through bidding, Client communication, Proposal writing,
• Excellent communication & interpersonal skills, Flair for business development.
• Sound knowledge of IT technologies

We are looking for someone with a flair for communication to join our social media marketing team.

Responsibilities:

•  Overseeing the company’s social media accounts management.
• Developing creative, engaging, innovative content for regularly scheduled posts, which would enlighten audiences and help in promoting brand-focused messages.
• Growing and expanding the company’s social media presence into new social media platforms, plus increases presence on existing platforms including Facebook, Linked In, Twitter, and Instagram.
• Developing social media plans, new content and engagement strategies, and day-to-day management of social media profiles.
• Cultivating leads and sales by online marketing.
• Generating posts for various social media platforms.
•  Managing content (Including website) and SEO ( Search Engine Optimization) and generating inbound traffic.
• Monitoring the social media campaigns with tracking systems to gather visitor data and determine efficacy and areas for social media campaign improvement.
• Participating in interviews, hiring process as well as the learning and development process of the social media team members.
• Working closely with other departments to develop social media timelines that coinciding with new product releases, ad campaigns, or other brand messages.
• Researching and developing reports on competitor activity within social media spaces.

Required Skills

• Bachelor’s degree in a related field or equivalent work experience.

• Background in media, marketing, and/or communications.

• Superior written and verbal communication skills

• Strong grammar and spelling skills with attention to detail and accuracy.

• Ability to produce high-quality work within a short time frame.

• Agile and able to adapt in a fast-paced environment

• Sound understanding of social media and the amplification of digital content.

• The ability to multitask, meet deadlines and work efficiently within a small team environment.

• Polished interpersonal skills and ability to work with the team.

• Enthusiastic, positive and good at idea generation.

• Any photography/videography skills an asset

CE Brands is an ecommerce focused company with multiple brands in growth stages, with a focus on apparel brands looking for a Shopify Web Developer. We are a fully remote team and we’re expanding our team to help us to continue to deliver high-quality and high-performing capabilities to our clients.

As a Shopify Web Developer, your main task will be to help in the implementation of new stores and their functionalities and always adhering to the best practices of the platform and current web standards. We strive to always deliver exceptional performance, usability and accessibility. It is also necessary to understand advanced Shopify concepts such as alternation of layouts and templates, product attributes, cart properties, and a deep understanding of the limitations and possibilities of Shopify objects.

Duties and Responsibilities:

• Create an engaging and knowledgeable online Shopify store to increase sales and revenue
• Create bespoke Shopify themes and change pre-existing templates per predefined brand guidelines
• Be an expert in all aspects of the ECommerce platform
• Ensure a smooth connection with Marketing Tools, Platform APIs, and Shopify Apps to optimize the shop for overall efficiency and functionality
• Based on their findings, they provide technical support and coordination, protecting enterprises against failure
• Increase conversion rates by optimizing the website
• Demonstrated ability to transform designs (e.g. Sketch & Figma) into code
• Write structured, well-organized, and reusable code
• Inspect and troubleshoot bugs and other QA issues
• Keep abreast of best practices/trends/tools
• Ensure the technical feasibility of UI/UX designs
•  

Qualification Preferred:

• A bachelor's degree in information technology, computer science, or a related discipline
• Broad shop construction, launch, and maintenance expertise, as well as a general understanding of the admin system
• Proven skills in Liquid, HTML, CSS, jQuery & Javascript
• Good understanding of server-side CSS pre-processing platforms
• Proficient understanding of Javascript frameworks
• Proficiency with Invision, Sketch, Figma and Adobe Creative Cloud
• Ability to code a theme from scratch in Shopify
  Previous experience working with a custom theme and/or the Storefront API
• Working knowledge of Shopify's theming system and Liquid templating
• Previous experience implementing/debugging third-party Shopify apps, as well as building unique solutions if needed
• Extensive testing and debugging abilities using the browser console and other tools
• Working knowledge of third-party services and APIs, as well as Shopify plugins
• Capability to communicate effectively and provide proactive feedback
• Strong understanding of cross-browser compatibility and responsive design
• Proficient understanding of code versioning tools
• Ability to self manage and meet deadlines
• A good eye for design and great attention to detail
• Good verbal and written communication skills
• A strong understanding of UX design
• A portfolio of live projects

*This is a PROJECT BASE job with the possibility to work FULL TIME remotely WORK FROM HOME OPPORTUNITY and MUST have a stable internet connection with a high-speed internet.

The Role

The Project Manager will be responsible for ensuring all projects are delivered using a ‘best-practice’ project delivery approach and are delivered within the agreed scope, time, cost and quality.

Deliver high-quality shippable products as per the scope of the program. He/She will understand the key requirements and scope of the project working with the Product Owner and Business stakeholders.

How You Will Make an Impact:

• Understand how the product works and how it is used by customers.
• Apply strong engineering principles to drive the development and delivery of the Hotfix and minor release. This role has the ultimate responsibility to manage customer satisfaction and team engagement.
• Technically hands-on and support and guide the team members in solutions to customers and driving the best engineering practices for developing software.
• Implement the Agile frameworks in its entirety in the capacity as a flow manager. Ensure the development teams are practicing the core agile principles
• Establish clear ownership for project tasks, ensure that team members have the tools needed and provide timely feedback.
• Report (or contribute in preparing the status report) to the Project Steering Committee as per the schedule and agreed-upon metrics. Track progress and review project tasks to meet project deadlines.
• Assess project issues and identify solutions to meet productivity, quality, and customer goals.
• Timely Interaction with customers on/ off-site to troubleshoot issues, suggests workarounds.
• Should be able to guide/work with the technical team for quicker resolutions and achieve productivity goals for the team.
• Should be able to drive initiatives for productivity and ticket resolution quality improvement.
• Work on providing innovative ideas to improve ticket closure quality.
• Should suggest functionality in the platform to provide ways to improve turn around time for tickets
• Should drive and provide efficient ways for resolution/fixes of common issues across the customers.
• Propose ways to reduce overall tickets, operational efficiencies, and features for product to reduce the support tickets
• Should suggest better implementation for product based on usage on Production
• Should be able to suggest/implement the optimum process for a ticket raised to fix on PROD cycle
• Propose optimum process across departments at interfacing points, do regular ticket analysis and fine-tune the process
• Work on increasing supportability to product, Lead on RED account working with various departments/stakeholders.
• Ensuring Ticket Hygiene with Goal of SLA adherence. Problem and backlog management
• Contribute to knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Own large customers for day to day interactions with customers as required. Ensure SLAs are adhered to the accounts
• Ensure successful transition from SE, have regular connection with customers team management and attrition management.

People Management & Recruitment:

• Recruit and manage the team - Coach and Mentor the team members on career growth including performance management discussions. Be the evangelist for a high-performance culture
• Responsible for Resource planning & Optimization driving with utilization to timely deliverables.
• Should engage the team with team building and motivational activities.

What You Bring to the Team:

• 5-7years of solid experience in software product development. Should be in a manager role for at least 4+ years.
• Bachelor’s Degree in IT or Computers Engineering or equivalent degree in Computer Science
• Demonstrated understanding of Project Management processes, strategies and methods
• Experience mentoring, coaching and developing rising talent in the technology department
• Excellent time management and organisational skills and experience establishing guidelines in these areas for others
• Strong sense of personal accountability regarding decision-making and supervising department teams
• Experience working in a high-level collaborative environment and promoting a teamwork mentality 
• Managerial experience applying analytical thinking and problem-solving skills
• Ability to predict challenges and seek to proactively head-off obstacles 
• SCRUM, APM and other agile certificates will be nice to have

Technical Ability:

• Should have experience in transitioning projects (Development and Maintenance).
• Past experience in Building and Managing high-performance teams.
• Exposure to the SAP Platform
• Strong Working Experience in JIRA
• Should have prior development background along with current support role.
• Strong and proven background with experience in Troubleshooting on the Mobile platform
• Knowledge and/or experience with widely successful Agile techniques: Scrum and Kanban.
• Strong orientation towards Technical and functional aspects of the product.
• Strong influencing skills and ability to prioritize the backlog.
• Understanding of customer support processes and tools.

B. Aims & Goals:

You are required to work with all departments at Pelican to implement, enhance and improve ISMS, GDPR and ISAE 3402 processes. You will also be closely working with external auditor as well as top management for status and reporting.

C. Key Responsibilities:

Your primary responsibilities include:  Assist in audit planning, including the identification of processes for audit review.   Execute internal audit assignments for all locations in India, US, UK and NL. Review the effectiveness of the controls.   Identify and document audit issues and opportunities for improvement.  Prepare the audit report for internal audit assignments and discuss audit findings with senior management.   Monitor and maintain the CAPA program. Assist with follow up corrective actions and oversee timely completion.  Facilitate independent audit engagements on behalf of the company.  Assist to develop and implement process improvements and best practices across the business unit. Review policies and procedures for all areas of the business.  Develop new policies and procedures as directed or required, to improve and to collect and analyse data for review with internal stakeholders.  Take responsibility for the management and execution of internal audit assignments, production of audit reports and management of follow up actions  Involved with working across all areas of the business to ensure that processes are documented and compliant to the company’s requirements.

D. Experience level & Qualification:

a. Experience Level  4 to 5 yrs

b. Educational background  B.E / B.Sc / B.com / Bachelor’s Degree  Holds ISO 27001:2013 Certification

E. Essential Skills:  Should have participated in ISMS (ISO 27001:2013) implementation and certification process.