Front Line Manager - S&M - Customer Success 4B

3409 Genpact LLC; Wilkes-Barre (Luzerne County); Remote; USD 41,000 - 51,000; Full time

Job summary

Genpact is seeking a Front Line Manager - S&M - Customer Success in the United States. You will act as the primary liaison between sales teams, brokers, distributors, and customers to resolve inquiries, ensure accurate order processing, and drive training programs to align with business goals.

The role emphasizes leading digital transformation, leveraging CX tools, and maintaining SOPs and dashboards. You will oversee performance, manage key accounts, and collaborate with operations to

Qualifications

• Bachelor's degrees in commerce, economics, or finance.
• MBA or MS in analytics is a plus.
• CSM and/or Six Sigma certifications are beneficial.

Responsibilities

• Serve as the primary liaison between sales, brokers, distributors, customers, and internal teams to investigate, resolve, and respond to inquiries and issues.
• Ensure accurate processing, shipping, and invoicing of customer orders while aligning training and operational functions with business goals.
• Evaluate individual and team performance to ensure training programs meet business needs, improve performance, and maintain compliance deliverables.
• Manage assigned customer accounts, providing support for order fulfillment and acting as the point of contact between customers, sales, and internal departments.
• Drive digital transformation initiatives within the function, leveraging tools like Digital Genome to optimize processes.
• Collaborate with Operations and external stakeholders to design and implement training programs, including new hire onboarding, OJT, and learning paths.
• Maintain and update SOPs, profiles, dashboards, and compliance metrics, ensuring sign-offs and periodic reviews are completed accurately.

Skills

CX

CRM

Oracle CX

Sales Order Management

SCP

Education

Bachelors - Commerce

Bachelors - Economics

Bachelors - Finance

Masters - Business Administration

Masters - Business Analytics

CSM Certification

Job description

Front Line Manager - S&M - Customer Success

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting‑edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Responsibilities

• Serve as the primary liaison between sales personnel, brokers, distributors, customers, and internal teams to investigate, resolve, and respond to inquiries and issues.
• Ensure accurate processing, shipping, and invoicing of customer orders while aligning training and operational functions with business goals.
• Evaluate individual and team performance to ensure training programs meet business needs, improve performance, and maintain compliance deliverables.
• Manage assigned customer accounts, providing support for order fulfillment and acting as the point of contact between customers, sales, and internal departments.
• Drive digital transformation initiatives within the function, leveraging tools like Digital Genome to optimize processes.
• Collaborate with Operations and external stakeholders to design and implement training programs, including new hire onboarding, OJT, and learning paths.
• Maintain and update SOPs, profiles, dashboards, and compliance metrics, ensuring sign-offs and periodic reviews are completed accurately.

Qualifications

• Bachelors - Commerce
• Bachelors - Economics
• Bachelors - Finance
• Masters - Business Administration
• Masters - Business Analytics
• Certifications: Certified Scrum Master (CSM) - Project Management Latin AmericaProject Management Latin America, Six Sigma Green Belt Certification - American Society for Quality (ASQ)American Society for Quality (ASQ)

Required Skills

• Customer Experience (CX)
• Customer Relationship Management (CRM)
• Oracle Customer Experience (CX)
• Sales Order Management
• Supply Chain Planning (SCP)

Language

English (Required), English (Required), French (Required), French (Required) Language Proficiency - Proficient - C2

Job Details

Additional Job Location - Job Type Regular Master Skill List - S&M - Customer Success Remote Type - Remote Work Shift - Day Job (United States of America)

Compensation

The approximate annual base compensation range for this position is: 40,500 to 50,500 USD

Los Angeles California-based candidates are not eligible for this role

The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant’s experience, knowledge, skills, and abilities; geographic location; and internal equity.

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.