POSITION: Influencer Customer Success / Assisted Sales Manager

JSW ONE & JSW GROUP:

JSW Group, is a $12 billion conglomerate with presence across various sectors: Steel, Energy, Minerals, Port
& Infrastructure, Cement, Ventures, and Paints across India, the US, South America, and Africa.
JSW Group is spearheading a new mission called JSW One to build the most preferred one stop, omni-channel
& integrated tech-led offering for SMEs, Influencers & Independent Home Builders (IHBs) leveraging existing
products and distribution network of JSW Steel, Cement & Paints.

OBJECTIVE:
JSW One is looking for Customer Success / Assisted Sales managers for the influencer segment, to lead its
state specific operations covering online and offline channels. The Influencer segmentincludes (however not
limited to) Contractors, Engineers, Architects, Painters, Fabricators, Masons etc
He/she will be responsible for overall metrics of the Influencer Customer Success / Assisted Sales
department for a specific state and will develop and execute customer centric programs for JSW One’s
customers to drive retention, growth, and product adoption.

DESCRIPTION OF WORK:

• Assist influencers/customers (as needed) across the key interaction points triggered through JSW One
platform such as Enquire now, Contact us, Customer onboarding, cart abandonment, Credit
availability, complaints and order tracking
• Promote the JSW One value proposition for influencer (including integrated loyalty program) during
interactions and provide a holistic view of available products and services with strong ability to cross-
sell and upsell while maintaining the brand image and enhancing value through customer experience
• Review customer complaints and concerns and seek to improve all aspects of the customer experience
with the company
• Maintain a detailed understanding of products and services, assist customers with questions and
suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Effectively engage with the influencers and generate the set targeted revenue
• Develop deep understanding of the influencers/customers in the region/state
• Analyzing, differentiating and converting influencers from hot prospects
• Work closely with Marketing and Creative teams to establish operational processes needed to support
customer engagement programs
• Ensuring that the influencers/client information is maintained and updated in platform systems/ CRM
• Escalating the burning issues at the right moment to the direct reporting manager
• Gather feedback from their customers, study other customer success programs and analyze customer
data to identify the best practices.

QUALIFICATIONS & COMPETENCE REQUIRED:

• Data-oriented and must always interact with potential and current customers to understand the pulse
of the need and pain points that they face.
• Prior experience within an omnichannel retail environment
• Exceptional ability to communicate and foster positive business relationships
• Experience meeting customer needs and building productive customer relationships, taking
responsibility for satisfaction and loyalty