Remote AI-Driven Customer Success Lead

Genpact Ltd.; Oregon; Hybrid; USD 41,000 - 51,000; Full time

Job summary

Genpact is seeking a Front Line Manager - S&M - Customer Success to lead client-facing initiatives, optimize order processing, and drive training programs in a fast-moving, innovation-driven environment. The role emphasizes customer experience, CRM effectiveness, and AI-enabled process improvements.

Ideal candidates bring collaboration across sales, operations, and external stakeholders, along with experience in digital transformation and performance management.

Qualifications

• Bachelor's degree in Commerce.
• Bachelor's degree in Economics.
• Bachelor's degree in Finance.
• MBA in Business Administration or related field.
• MS in Business Analytics or equivalent.

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

Customer Experience (CX)

CRM

Oracle CX

Sales Order Management

Supply Chain Planning

Education

Bachelor's in Commerce

Bachelor's in Economics

Bachelor's in Finance

MBA

MS in Business Analytics

Tools

CSM Certifications

Project Management (Latin America)

Six Sigma Green Belt

ASQ Certifications

Job description

Genpact is seeking a Front Line Manager - S&M - Customer Success to lead client-facing initiatives, optimize order processing, and drive training programs in a fast-moving, innovation-driven environment. The role emphasizes customer experience, CRM effectiveness, and AI-enabled process improvements.

Ideal candidates bring collaboration across sales, operations, and external stakeholders, along with experience in digital transformation and performance management.