About Vinculum:

Company Profile:

As a market-leading SaaS Software provider enabling omni channel for brands and tech stack for ecosystem players, Vinculum empowers brands to seamlessly syndicate and list product data to expand their reach through their own web stores, online marketplaces, and social channels managing orders and inventory across channels, while enabling fulfilment from any point across the supply chain. Our product suite also enables brands and companies with a ready technology stack to set up B to C and B to B online marketplaces. With over 400 satisfied customers, our cutting-edge deep-tech software product suite has earned us a place among the elite Global Supply Chain Competency Cohort of AWS, and our company is widely acclaimed by leading industry analysts and customer review sites such as Gartner, Forrester, G2, etc.

Some of the key-clientele include Bata, Yusen Logistics, ITC, Under Armour, Landmark Group -Max Shoppee and Baby Shop, JNE, Dairy Farm - Guardian, SM Mall, Skechers,Jockey, H&M, Levis, Decathlon & more.

Products/ Specialities: Vin eRetail Our SaaS Software suite includes: Vin PIM- Product Information Management , (Vin PIM), Vin Lister- Automated Catalog Listing, Vin OMS- Multi Channel Order Management, Vin Omni- Omni Channel Order Management, Store Apps - Endless Aisle, Fulfillment from Store, Omni Reconciliations , Vin WMS ( B-B, B-C, 3PL)- Warehousing and Fulfilment, Vin Reco- Payment Reconciliation and Vin Marketplace- Vin PIM, Vin Lister, Vin Seller Panel, Vin OMS, Vin WMS, Vin Reco as a suite.

Website: https://www.vinculumgroup.com/

About Leadership Group:

Venkat Nott - Founder & CEO:

Venkat Nott is experienced in creating startups & building them into successful global companies. He is passionate about creating high power teams & disruptive SaaS products. Through Vinculum, Venkat aims to help 10000 brands to sell online globally across 30+ countries in the next 3 years.

Venkat was recently bestowed with the Retail Leadership Award by Asia Africa GCC Retail Congress.

A sports buff, Venkat has lived in many countries including Australia, New Zealand, Hong Kong, Singapore besides India. He communicates in English and 6 Indian languages, holds a degree in Engineering from NIT Calicut (formerly REC Calicut) and an MBA from Indian Institute of Management, Bangalore.

Annajee Nott - Founder, VP - Consulting:

Annajee has over two decades of diverse experience in product engineering and management. He is passionate about SaaS-based product offerings and efficient application of technology to solve business problems.

Annajee manages US operations for Vinculum and plays a key role in overall product strategy and market fit analysis.

Deepak Singla - Co-Founder, VP - Omni Channel Retail

Deepak has nearly 25 years of extensive experience in consulting CxO executives and global retailers. He has worked across the supply chain and retail verticals before co-founding Vinculum in 2007. He has got his education from Bangalore University, India and is highly skilled in Retail, CPG & Logistics domains.

He has brought best practices to many retailers, long-term strategies and innovative technologies to help businesses achieve growth & excellence. He is a sought-after speaker in many global industry events.

At Vinculum, he manages key strategic engagements with global retailers and is the backbone in setting up the multichannel software products. He is responsible for business development and strategy for Omnichannel and Master Data Management/ Product Information Management at Vinculum.

Braj Kishore Mahto - Chief Technology Officer (CTO)

Braj has extensive experience spanning more than twenty-two years in providing & driving the technological innovations & architectural design directions for the innovation, strategy, and governance of complex businesses and SaaS products. He specializes in tracking technology performance metrics, assessing internal and external impact, and making decisions about the overall direction of the company. He provides leadership in terms of architecture and technology selections for multiple clients in Amazon Cloud and expertise in leading Cloud Business strategy ideation, cloud initiatives for storage, DR, regulatory reporting, valuation and analytics.

Mandeep Singh Ahuja - VP-Product

Mandeep is head of Products in Vinculum. He is responsible for developing, coaching, and managing team of product managers and the user experience analysts, defining and driving the product strategy, and instilling Product culture in company. He is working in close co-ordination with other key execs, especially the CEO and CTO.

He has vast experience of 22+ years, in leading end to end Retail Transformation projects in various capacities, and enabled retailers and e-commerce brands to list, sell, fulfil and reconcile across multiple channels. He has insightful knowledge of Business Process Analysis and Solution Design, Process re-engineering, process rationalization, Capacity planning, Performance measurement and quality. He has significant experience working with multiple stakeholders. Highly disciplined professional with excellent interpersonal skills and customer focus with a will to win.

His Domain expertise includes - Food & Grocery, Fresh, Hypermarket, Supermarket, Health & Beauty, Pharmacy, etc.

He has a bachelor's degree in engineering.

Job Description:

As the Senior Manager of Customer Support at Vinculum, a leading SaaS product company empowering Omni Channel Brands and ecosystem partners, you will play a pivotal role in overseeing and managing our customer support operations. Reporting directly to the Product Head, you will lead a team of customer support professionals and drive initiatives to enhance customer satisfaction, improve operational efficiency, and foster continuous improvement within the department.

Key Responsibilities:

Team Leadership and Management:

- Lead and mentor a team of customer support professionals, providing guidance and support to ensure high performance.

- Define clear roles, responsibilities, and performance expectations for team members, fostering a culture of accountability and excellence.

- Utilize your strong knowledge of customer onboarding tools and automation to streamline workflows and reduce support tickets.

Process Optimization and Automation:

- Utilize your strong knowledge of customer onboarding tools and automation to streamline workflows and reduce support tickets.

- Implement best practices and innovative technologies to optimize customer support processes and enhance the overall customer experience.

Technology Implementation:

- Leverage your deep understanding of SaaS products and technologies to implement systems and tools that improve the efficiency and effectiveness of the support operation.

- Identify opportunities to integrate new technologies and features into our support ecosystem to better serve our customers.

Communication and Collaboration:

- Collaborate closely with cross-functional teams, including Product Development, Sales, Marketing, and IT, to ensure alignment and coordination in delivering exceptional customer support.

- Communicate effectively with internal teams and external stakeholders, serving as a liaison between customers and the product team to address needs and drive product improvements.

Performance Monitoring and Reporting:

- Establish robust reporting mechanisms to track key performance metrics related to customer support operations, such as response times, resolution rates, and customer satisfaction scores.

- Provide regular reports and updates to the Product Head and senior management, highlighting areas ti automate, training needs for customers, and opportunities for improvement.

Qualifications:

- Bachelor's degree in Engineering and / or Business administration.

- 7-10 years of experience in technology in SaaS Companies with atleast 2 years in customer support.

- Demonstrated knowledge of customer onboarding tools and experience in implementing systems to reduce support tickets.

- Strong understanding of automation and its application to optimize customer support processes.

- Experience in generating solid Net Promoter Scores (NPS) through effective technology implementation.

- Excellent communication and collaboration skills, with the ability to effectively interact with internal teams and external stakeholders.

- Highly driven individual with a passion for delivering exceptional customer experiences and contributing to the success of a leading SaaS product company.

- This role presents an exciting opportunity to make a significant impact on our customer support operations and contribute to the success of Vinculum in enabling Omni Channel Brands and ecosystem partners. If you are a dynamic and experienced professional who is passionate about customer success, we invite you to apply and join our team.

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