Onboarding / Implementation Manager

# Lead, Customer Success ## Company Overview Marg Books is a fast-growing billing and accounting software company serving Indian Small and Medium-sized Businesses (SMBs). With a commitment to customer satisfaction and product excellence, Marg Books is rapidly scaling its operations, aiming for significant growth in both customer base and revenue. ## Job Summary The Lead, Customer Success role is pivotal in ensuring that every new customer transitions to independent billing within a short timeframe post-purchase. This includes overseeing customer training, managing the activation process, and leading the support contact center to drive retention and enhance customer satisfaction. ## Responsibilities - **Customer Training & Activation**: Own the end-to-end customer activation process for 500 to 1,000+ new licenses per month, ensuring they complete training and start billing independently within the 3-4 day Service Level Agreement (SLA). - **Training Operation Management**: Define training curriculum and create Standard Operating Procedures (SOPs), while hiring and training trainers to ensure effective knowledge transfer. - **Data Migration Coordination**: Work with the tech/implementation team to manage master data migration to ensure readiness for training. - **Milestone Tracking**: Monitor and track customer progress through defined milestones, providing dashboards on daily/weekly activation statuses. - **Bottleneck Identification**: Identify and resolve delays in customer activation, whether due to data migration, trainer availability, or product friction. - **Support Contact Center Operations**: Build and manage a multi-channel support operation (voice, chat, email, WhatsApp) to effectively handle post-activation queries, ensuring adherence to SLAs for response and resolution times. ## Qualifications - **Experience**: 10-18 years in customer training, onboarding, or support operations, particularly in contact center environments. - **Operational Excellence**: Proven track record in scaling training and support functions handling hundreds or thousands of customers monthly. - **Analytical Skills**: Ability to utilize data to identify bottlenecks, measure quality, and make informed operational decisions. - **Technical Experience**: Familiarity with ticketing systems, IVR, chatbots, or other customer support automation tools. - **Practical Skills**: Experience in creating SOPs, training materials, and quality frameworks from scratch. - **Adaptability**: Comfortable working in a rapidly growing environment that demands adjustments to operational playbooks. - **Educational Background**: A degree in a related field is preferred. ## Preferred Skills - Experience in Software as a Service (SaaS) or software products, particularly in billing/accounting/Enterprise Resource Planning (ERP). ## Experience - Extensive experience with significant responsibility in managing customer training and support operations at a high growth scale. ## Environment - On-site role located in the National Capital Region (NCR) with a dynamic team structure of over 50 members. ## Salary - Salary details are not specified in the job description. ## Growth Opportunities - Opportunities to scale operations significantly, fostering personal and professional growth within a fast-expanding organization. ## Benefits - Specific benefits are not detailed in the provided job description.