Looking for a job

Umashankar Shivakumar

@umashankarshivakumar

Message

I onboard enterprise eCommerce clients and scale seller success operations.

India

Message

What I'm looking for

I'm looking to lead customer onboarding, enterprise client success, and eCommerce enablement programs where I can improve account health, scale support through process and automation, and partner with Product and Engineering on lasting client outcomes.

At Avenues AI / Rediff.com, I own enterprise client and merchant relationships across four programs, covering onboarding, account health, escalations, and client-success metrics.

I built BuildaBazaar's onboarding and account-management playbook from scratch, configuring storefronts and coordinating ERP, payment gateway, analytics, and marketing platform integrations.

Across JioMart and GeM, I lead seller enablement, client training, executive escalations, release communication, and root-cause analysis with Product, Engineering, QA, and Business Operations. I've also deployed chatbot and FAQ automation to handle greater client volume without adding headcount.

I lead and coach more than 15 associates, establish customer-first service standards, and turn recurring issues into SOPs, dashboards, and long-term product improvements.

Experience

Work history, roles, and key accomplishments

Current

Manager – Client Services

Current

Avenues AI / Rediff.com

Oct 2015 - Present (10 years 11 months)

Owns enterprise client and merchant relationships across four programs, accountable for onboarding, account health, escalations, and client success metrics. Leads and coaches a team of 15+ associates.

Customer Onboarding Account Management Escalation Management Team Leadership Coaching Performance Management Jira SLA TAT Quality Dashboarding Reporting ERP Payment Gateways Analytics Marketing Platforms Ecommerce B2B E Commerce

Sr. Catalog Associate

Homeshop18 / AJIO.com

Jan 2013 - Dec 2015 (2 years 11 months)

Supported catalog and seller account operations for AJIO and HomeShop18, building the client relationship and process foundation later applied across JioMart, GeM and BuildaBazaar.

Catalog Management Seller Account Management Customer Relationship Management