Remote AI-Driven Customer Success Leader

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

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