Walk-in | Operations Manager - Growth (JWELLOG / Jwellog)

Trilog Technologies; Jaipur; Presencial; INR 1.200.000 - 1.800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Performance-linked growth opportunity

Opportunity to lead and improve the CS

Exposure to jewellery tech and SaaS

Direct interaction with company senior

Structured SOPs and dashboards

Descripción de la vacante

Jwellog in Jaipur seeks an experienced Operations Manager – Growth to own the post-sales lifecycle, onboarding, training, renewals, and account expansion. You will supervise the support team, coordinate with sales and product, and implement SOPs and dashboards to improve customer success and retention.

The role requires 1–8 years SaaS/IT experience, strong leadership, and the ability to drive process improvements across the customer journey. Fluency in Hindi and English is preferred.

Formación

• Bachelor’s or Master’s degree in related field is required.
• 4–8 years of relevant experience in SaaS operations or post-sales management.
• Minimum 2 years of experience managing a support or operations team.
• Fluency in Hindi and English preferred.

Responsabilidades

• Manage existing Jwellog client portfolio and ensure active usage.
• Oversee AMC renewals and collection processes.
• Lead and monitor the post-sales support and implementations teams.
• Develop and maintain SOPs, trackers, and dashboards.
• Coordinate with sales, implementation, accounts, product, and support teams.
• Drive customer satisfaction and account growth through structured processes.

Conocimientos

Team leadership

Client handling

Process development

Reporting & analytics

Educación

Bachelor’s or Master’s degree in Business Administration / Operations / Management / Commerce / IT

Herramientas

CRM systems

Ticketing software

Microsoft Excel

Google Sheets

Reporting tools

Descripción del empleo

Operations Manager – Growth

Company: Jwellog

Product: Jewellery Management Software

Location: Jaipur, Rajasthan

Department: Operations, Customer Success & Growth

Employment Type: Full-time

Experience Required: 1-8 years

Reporting To: Business Head / Management

About Jwellog

Jwellog is a SaaS-based jewellery management software designed for jewellery retailers, wholesalers, manufacturers, and other jewellery businesses. The platform helps businesses manage billing, inventory, accounting, tagging, customer relationships, schemes, reporting, and other operational processes.

We are looking for an experienced and process-driven Operations Manager – Growth to manage our existing clients, lead the support team, improve customer satisfaction, ensure timely AMC renewals and collections, and create a seamless bridge between the sales and post-sales functions.

Role Summary

The Operations Manager – Growth will take ownership of the complete post-sales customer lifecycle, beginning with the handover from the sales team and continuing through onboarding, implementation coordination, training, support, renewals, retention, and account growth.

The selected candidate will be responsible for establishing structured workflows, maintaining SOPs and operational trackers, monitoring support-team performance, collecting customer feedback, resolving escalations, and improving the overall customer experience.

This role requires prior experience in the SaaS or IT software industry, along with strong team-management, client-handling, process-development, and reporting capabilities.

Key Result Areas - KRAs

1. Existing Client Management

• - Manage the complete portfolio of existing Jwellog clients.
• - Maintain updated records of active clients, inactive clients, AMC status, support issues, training requirements, and pending payments.
• - Regularly connect with customers to understand their requirements, concerns, and product usage.
• - Ensure clients are actively using the software and receiving the expected business value.
• - Identify accounts that are inactive, dissatisfied, or at risk of discontinuation.
• - Prepare corrective action plans to improve customer engagement and retention.
• - Build long-term relationships with business owners, decision-makers, and key software users.

2. AMC Renewal and Pending Collection Management

• - Maintain a central tracker for AMC due dates, renewal status, pending payments, and collection follow-ups.
• - Ensure AMC renewal reminders are shared with clients before the due date.
• - Coordinate with the accounts, support, and sales teams for timely AMC renewals.
• - Follow up professionally with clients regarding pending AMC payments and outstanding collections.
• - Prepare daily, weekly, and monthly AMC collection reports.
• - Identify reasons for delayed renewals or non-payment and coordinate corrective action.
• - Achieve the defined monthly AMC renewal and collection targets.
• - Reduce overdue AMC cases and improve renewal conversion rates.

3. Support Team Management

• - Lead and manage the customer support and post-sales operations team.
• - Assign client queries and support tickets based on priority, urgency, and team capability.
• - Monitor response time, resolution time, ticket ageing, pending cases, and repeat issues.
• - Ensure support queries are resolved within the defined service-level timelines.
• - Conduct daily support-team review meetings.
• - Review individual team-member productivity, quality of communication, and client-handling standards.
• - Ensure all calls, tickets, demonstrations, training sessions, and follow-ups are properly documented.
• - Coach the support team on professional communication, product knowledge, problem-solving, and customer management.
• - Manage escalated client issues and ensure timely closure.

4. Daily Training Planner

• - Prepare a daily, weekly, and monthly training planner for the support team.
• - Conduct regular product, process, communication, and client-handling training sessions.
• - Identify knowledge gaps within the support team and prepare corrective training plans.
• - Coordinate with the product and technical teams for training on new features and updates.
• - Maintain attendance, assessments, training records, and team competency reports.
• - Create refresher training programmes for frequently reported issues.
• - Ensure every support team member has adequate knowledge of the complete Jwellog workflow.
• - Evaluate team members through mock calls, product demonstrations, assessments, and practical case studies.

5. Sales and Post-Sales Coordination

• - Establish a structured handover process between the sales and post-sales teams.
• - Ensure all client commitments made during the sales process are clearly documented.
• - Verify that the post-sales team receives complete information regarding:
• - Client business type
• - Selected software plan
• - Modules purchased
• - Agreed commercial terms
• - Payment status
• - Implementation requirements
• - Customisation commitments
• - Training requirements
• - Expected go-live date
• - Key client contacts
• - Prevent communication gaps, missed commitments, and incorrect expectations after a sale.
• - Conduct regular coordination meetings with the sales, implementation, accounts, product, and support teams.
• - Ensure the client receives a consistent experience from the first sales interaction through implementation and ongoing support.
• - Escalate incorrect or undocumented commitments to the appropriate department.
• - Maintain a sales-to-post-sales handover checklist and acceptance process.

6. Customer Feedback and Satisfaction

• - Develop a structured process for collecting customer feedback after onboarding, training, support resolution, and renewal.
• - Conduct periodic customer-satisfaction calls.
• - Monitor client satisfaction through CSAT, feedback forms, surveys, and direct communication.
• - Analyse recurring complaints and share insights with the product, technical, and management teams.
• - Maintain a customer complaint and escalation tracker.
• - Conduct root-cause analysis for major or repeated client issues.
• - Ensure every negative customer experience has an assigned corrective action and closure timeline.
• - Collect customer testimonials, reviews, referrals, and success stories from satisfied clients.
• - Present monthly customer-feedback trends and recommended improvements to management.

7. SOP and Process Management

• - Create, document, implement, and regularly update SOPs for:
• - Client onboarding
• - Sales-to-post-sales handover
• - Software implementation
• - Client training
• - Support ticket management
• - Escalation management
• - AMC renewal
• - Pending payment collection
• - Customer feedback
• - Complaint resolution
• - Client retention
• - Upselling and cross-selling
• - Client exit or discontinuation
• - Maintain SOP sheets, process checklists, workflow trackers, and responsibility matrices.
• - Ensure all team members follow approved processes.
• - Conduct periodic SOP compliance audits.
• - Identify workflow gaps, process delays, duplication, and dependency issues.
• - Improve operational efficiency through automation, standardisation, and accountability.
• - Ensure every important client interaction is recorded in the CRM or relevant tracking system.

8. Client Retention and Account Growth

• - Improve customer retention and reduce client churn.
• - Identify opportunities to upgrade clients to higher plans or additional modules.
• - Coordinate with sales for upselling and cross-selling opportunities.
• - Encourage existing customers to provide qualified referrals.
• - Identify underutilised features and arrange product-adoption sessions for clients.
• - Prepare account-growth plans for high-potential customers.
• - Track renewal, retention, expansion revenue, referrals, and account-health indicators.
• - Work closely with management to improve revenue from the existing customer base.

9. Workflow and MIS Management

• - Create and maintain dashboards for support operations, AMC collections, renewals, customer feedback, escalations, and retention.
• - Submit daily, weekly, and monthly performance reports to management.
• - Review data accuracy across CRM, support, accounts, and client records.
• - Track key operational metrics and highlight risks before they become major issues.
• - Prepare action plans for pending tickets, delayed implementations, overdue payments, and dissatisfied clients.
• - Define clear ownership and timelines for every task.
• - Conduct weekly operational-review meetings with action trackers.
• - Ensure pending tasks are followed through to final closure.

Key Performance Indicators - KPIs

• - AMC renewal rate
• - AMC collection percentage
• - Total pending and overdue collection value
• - Client retention rate
• - Customer churn rate
• - Customer satisfaction score
• - Number of escalations received and closed
• - Average first-response time
• - Average ticket-resolution time
• - Number of ageing support tickets
• - Repeat issue percentage
• - Training completion rate
• - Support-team assessment scores
• - SOP compliance percentage
• - Sales-to-post-sales handover accuracy
• - Onboarding and implementation completion time
• - Customer feedback closure rate
• - Client referrals generated
• - Upselling and account-expansion revenue
• - Accuracy and timeliness of management reports

Candidate Requirements

• - Bachelor’s or master’s degree in Business Administration, Operations, Management, Commerce, Information Technology, or a related field.
• - 4–8 years of relevant experience in SaaS operations, IT software operations, customer success, customer support, implementation, or post-sales management.
• - Minimum 2 years of experience managing a support, customer-success, implementation, or operations team.
• - Prior experience managing existing customers, renewals, AMC collections, and escalations.
• - Strong understanding of SaaS customer lifecycle and subscription-based business models.
• - Experience in building SOPs, trackers, dashboards, and structured workflows.
• - Strong team-management, leadership, and performance-monitoring abilities.
• - Excellent verbal and written communication skills.
• - Strong client-handling, negotiation, conflict-resolution, and problem-solving skills.
• - Ability to coordinate effectively with sales, support, product, technology, and accounts departments.
• - Proficiency in CRM systems, ticketing software, Microsoft Excel, Google Sheets, and reporting tools.
• - Ability to work with targets, deadlines, service-level agreements, and operational metrics.
• - Fluency in Hindi and English is preferred.

Preferred Qualifications

• - Experience working with ERP, CRM, accounting software, POS software, or business-management SaaS products.
• - Experience in jewellery software or the jewellery industry will be an added advantage.
• - Knowledge of client onboarding, implementation, training, support, and renewal processes.
• - Experience handling business owners and senior decision-makers.
• - Ability to analyse operational data and convert it into corrective action plans.
• - Experience in customer retention, upselling, cross-selling, and referral generation.

Required Competencies

• - Ownership and accountability
• - Process-oriented thinking
• - Team leadership
• - Customer-first mindset
• - Strong follow-up discipline
• - Data-driven decision-making
• - Escalation management
• - Planning and prioritisation
• - Training and coaching ability
• - Cross-functional coordination
• - Commercial awareness
• - Problem-solving and root-cause analysis

Ideal Candidate Profile

• The ideal candidate should be an experienced SaaS or IT operations professional who can independently manage existing customers and lead the post-sales support function.
• The candidate should be capable of bringing structure, discipline, accountability, and measurable improvement to the complete customer-management workflow. They must be comfortable managing client escalations, support-team performance, AMC collections, renewals, training programmes, SOPs, internal coordination, and management reporting.
• This position is suitable for a professional who understands that growth is not limited to acquiring new customers—it also depends on retaining existing customers, improving adoption, ensuring timely renewals, providing excellent support, and expanding satisfied accounts.

What We Offer

• - Competitive salary based on experience and capability
• - Performance-linked growth opportunities
• - Opportunity to lead and improve the customer operations function
• - Exposure to SaaS, ERP, jewellery technology, and business automation
• - Direct interaction with company leadership
• - Opportunity to build scalable operational processes
• - Professional and performance-driven working environment