Lead Analytics Consultant – Customer Support (m/f/d)

Permanent employee, Full-time · Pune

ABOUT US

If you are part of aioneers, you are on a journey to shape next generation supply chains. You are part of a solid, creative start-up and a unique team. You do not only impact how companies manage their supply chain in the future or how aioneers grows – you also write your own personal success story. At aioneers, we digitize tactical and strategic decision-making through our SaaS product, the AIO software. Our supply chain management philosophy: Closed loop performance management. As part of our Sales team, you contribute day in and day out to our Sales pipeline and help accelerate opportunities by shape our growth strategy and work cross-functionally day-to-day to drive SaaS revenue aimed at attaining or eclipsing overall company targets. We believe in creating something big with the smartest technologies and people like you.

YOUR ROLE AT AIONEERS

We provide 24*7 customer support and hence would need candidates who are open to work any shift based on business requirements including Saturday and/or Sunday. 
Be a people leader, set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals 
Effectively represent the support department on cross-organizational teams to deliver on organizational objectives. 
Manage workflows and schedules for direct reports and ensure adequate workload coverage 
Deliver regular reports that provide qualitative and quantitative descriptions of  customer support activities 
Manage key processes including FAQ analysis, case reviews, and customer feedback analysis 
Develop and maintain Support procedures and policies 
Advocate for customers and define ways to continually add value to the customer experience 
Foster a culture of continuous improvement, performance excellence, and teamwork within the support team

YOUR PROFILE

An analytics support manager with supply chain domain knowledge and customer centric problem-solving thought process
A data sherlock with ability to perform root cause analysis of data issues and layout a plan for resolution with low/minimal support.
A self-starter and continuous learner who takes full ownership of issue resolution life cycle and commitment to customer satisfaction.
A fluent communicator with exceptional English language skills (verbal and written)
An efficient articulator with vertically integrated communication style and ability to cater to information needs of all types of users (operational, tactical, and executive)
Great stakeholder management abilities to work with product, platform, implementation, and leadership teams internally towards achieving a common goal, customer success.
Soft spoken, methodical, and pleasing personality who’s willing to go above and beyond in achieving customer success.
Excellent situational awareness in handling objections in dynamic customer environments.
Strong Escalation management experience with multiple stakeholders including customers and product teams

Professional experience and technical skills

8+ years of overall professional experience with at least 5+ years in customer-facing data analytics roles
Knowledge of supply chain domain and key processes within in – demand planning, inventory management, S&OP etc.
Data analytics skills with hands on experience being a business analyst / data analyst is mandatory. This role requires you to work hands on with data visualization tools like Qlik and Dash, data engineering pipelines in azure data bricks and our home grown AIO data foundation software.
Hands on experience in Python, SQL
Ability to de-bug data pipelines, ETL jobs to find root causes for customer issues and fix them
Ability to de-bug dashboard data models and visuals to make ad-hoc changes as per customer needs
Knowledge of customer experience software like Zendesk is preferred
Experience supporting international customers is mandatory- especially from Europe, North America and other ASEAN geographies.

WHY AIONEERS?

At aioneers, we are building the next generation of innovative solutions on supply chain technologies. What we can offer is:

Great team culture and flexible work hours
Respect for your ideas
Open discussions / open door policies
Attractive remuneration
6 months of paid maternity leave / 2 weeks of paid paternity leave
Extensive and attractive insurance plans
Paid certifications in relevant technology areas
Office at prime location in Baner

Your results count and not the hours. You will have the chance to actively participate in the development and execution of innovative business strategies on an international scale.

Apply for this job

We are looking forward to your application!

Thank you for your interest in aioneers! Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to career@aioneers.com.