Customer Service Cell- Executive

Job Description:      

• Extensive experience in Appian BPM application development
• Knowledge of Appian architecture and its objects best practices
• Participate in analysis, design, and new development of Appian based applications
• Team leadership and provide technical leadership to Scrum teams
• Must be able to multi-task, work in a fast-paced environment and ability to resolve problems faced by team
• Build applications: interfaces, process flows, expressions, data types, sites, integrations,
• Proficient with SQL queries and with accessing data present in DB tables and views
• Experience in Analysis, Designing process models, Records, Reports, SAIL, forms, gateways, smart services, integration services and web services
• Experience working with different Appian Object types, query rules, constant rules and expression rules

 Qualifications 

At least 6 years of experience in Implementing BPM solutions using Appian 19.x or higher

• Over 8 years in Implementing IT solutions using BPM or integration technologies
• Certification Mandatory- L1 and L2 a
• Experience in Scrum/Agile methodologies with Enterprise level application development projects
• Good understanding of database concepts and strong working knowledge any one of the major databases e g Oracle SQL Server MySQL

• Appian BPM application development on version 19.x or higher
• Experience of integrations using web services e g XML REST WSDL SOAP API JDBC JMS
• Good leadership skills and the ability to lead a team of software engineers technically
• Experience working in Agile Scrum teams
• Good Communication skills

JOB PURPOSE:

We are seeking self-driven individuals to lead customer interactions for our Steel Fabricator as a Category. The ideal

candidate is a steel fabrication expert with an entrepreneurial spirit, ready to design and develop an industry-defining

business. We are looking for self-starters who can navigate ambiguity, adapt to different fabrication processes, and are

passionate about driving innovation within the steel fabrication space.

This role is centred around generating demand by effectively engaging with the right target audience and building

strong customer relationships.

“If you thrive on building businesses from the ground up and want to make a lasting impact, this role is perfect for you.”

PRINCIPLE ACCOUNTABILITIES:

▪ Develop a Strong Network and Order Pipeline for Steel Fabrication Services in Manufacturing OEM / EPC

customer/Asset Owner working on Greenfield and Brownfield Projects.

▪ Develop an annual Order Book of + 200 Cr for Pre-Fab Structural Steel, Contract Manufacturing Serves In Steel and

Value added Services.

▪ Monitor, Map and Target Upcoming Govt and Private Capex Projects in sectors using fabricated Structural Steel,

Component & Sub-Assembly Manufacturing in Railways, Metro, Process Plants, Oil & Gas, Renewables, Industrial

Plants.

▪ Prepare customer acquisition plans, Sales Pipeline in line Sales Revenue & Margin Targets.

▪ Conduct sales presentations tailor made to address Customer Expectation and communicate value propositions.

▪ Evaluate Engineering Drawings, Technical Specification, Contractual Condition, Project Schedules, Sope of Work,

Division of Responsibility, Quality Requirements, Inspection and Test Plans etc.

▪ Preparation of Estimates, Proposals, bids, Quotations & Techno-commercial Proposals as per Customer

Specifications, Drawing and Engineering Inputs.

▪ Lead Contractual Negotiation with customers (Payment Terms, Credit Period, LD, PVC, Delivery Incoterms, Project

Schedule).

▪ End to end Customer Relationship Management, Client support to ensure long term business relationship and

business growth.

▪ Work closely with Supplier Onboarding & operations team in providing inputs on on boarding requirements and

forecast demand trends.

▪ Responsible for Sales MIS.

▪ Convene regular review meetings with customers to identify issues, resolve them & communicate progress being

made on Work in Progress orders.

▪ Develop a Pre-Bid Risk assessment and mitigation plan.

▪ Responsible in Monitoring, Analysing and Assessing Market Forces and Competitors

▪ Reviewing customer activity, anticipating consumer needs, and improving customer satisfaction.

▪ Represent Company in Industry Events, Seminars and Trade Shows to build relationships across the Markets and

communicate company’s value proposition.

SKILLS AND KNOWLEDGE:

Qualifications:

▪ B.Tech /M.Tech – Civil / Mechanical / Structural Engineering

▪ MBA- Marketing / General Management

Work experience:

▪ 10-15 plus Experience in the B2B Sales Structural Steel Fabrication / Heavy fabrication/Manufacturing Industry.

Work Experience in B2B contract manufacturing companies / MAAS/ VAS is an added advantage.

▪ Experience in bidding for Manufacturing & Fabrication works to EPC, Asset Owners, and Government Tenders.

Required skills:

▪ Strong Network and reach with Mid and Large Size EPC companies and OEM/Asset Owner.

▪ Experience in Key Account Management of Large Accounts comprising of Fortune 500 Companies.

▪ Experience in Generating an annual business of +100 Cr.

▪ In depth knowledge in manging Engineering, Proposal, Estimation for Fabrication Jobs.

▪ Knowledge & Understanding of Engineering Drawing, Structural Steel Designs, Erection Drawing and Manufacturing

Processes like Cutting, Bending, Rolling, Welding, Shot Blasting, Painting.

▪ Ability to understand Business Finance and carry out Pre-Bid financial analysis including.

▪ Projected Cash Flow, Contribution Margins, ROCE, Working Capital etc

▪ Strong understating of Contract Terms & Conditions including payment terms, Credit period price variation clauses,

Liquidated Damages, Defect Liability etc.

▪ Experience in leading Contractual Negotiations for high value contracts.

▪ Understanding of Financial Instruments like BG, LC, MARPA, Bill Factoring.

▪ Strong Networking & Communication Skills

▪ Advanced Excel

▪ Time management, multitasking, and interpersonal skills.

▪ Ability to closely collaborate with other

Job Summary:

We are seeking a highly skilled and experienced Customer Success Manager to build and lead our team of agents based in India. The Customer Success Manager will be responsible for building a high-performing team to ensure that our customers receive high-quality support for Monarch products over chat and phone. The primary goal of this role is to ensure high customer satisfaction and timely resolution of issues, while also empowering our customers to self-service their issues first.

Responsibilities:

• Staff and properly resource a 24/7 support organization that is available globally to meet Monarch customer needs.
• Set performance goals for the team and ensure that they are met or exceeded.
• Define and implement a scalable support model to accommodate growth and changing customer needs.
• Develop and maintain customer service procedures, policies, and standards to ensure consistency and quality of service.
• Continuously improve the support process, tools, and resources to ensure efficiency and effectiveness.
• Own the Key Performance Indicators (KPIs) for customer support and regularly report on performance against these metrics.
• Empower customers to self-service resolve their issues by providing them with the necessary resources and guidance.
• Train and coach agents on effective communication and problem-solving techniques to improve their performance.
• Build and maintain strong relationships with customers to ensure loyalty and retention.
• Collaborate with cross-functional teams, including Engineering, Product Management, Service, Delivery Operations, Manufacturing, and 3rd Party Dealers, to identify and resolve customer issues.
• Manage and maintain a positive and supportive team culture, encouraging collaboration and accountability.

Qualifications:

• Bachelor's degree in business, management, or a related field.
• Minimum of 5 years of experience in customer support or related fields.
• Experience building and managing a team of agents in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Strong analytical skills with the ability to analyze data, identify trends, and develop insights.
• Proficient in using customer support tools such as Zendesk, Freshdesk, or similar.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Knowledge of Agriculture Products and Farming is a plus.
• Knowledge of the Monarch product line or similar technical field is a plus.
• Flexibility to work in different time zones.

Job Description:

• Strong in Vue.js or React.js, HTML, HTML5, DOM(Document Object Model) concepts
• Must know Nuxt.JS a Vue Framework.
• CSS3, SASS, SCSS, Bootstrap 4, Webpack, Box Modelling, Grid System
• Responsive Design, Cross browser/device development
• Strong knowledge of JavaScript
• OOJS - Object-oriented JavaScript
• NPM/YARN Representation 
• REST API knowledge
• Modular programming, Use of NPM Components

ROLES & RESPONSIBILITIES:
*

• To develop, design, test, maintain and support custom mobile and web applications
• To collect the software requirement by the customer and develop the application as per their requirement
• Evaluate and research the products and technologies related to software
• To design and develop the activities and procedures related to activities and maintenance
• To write the high-quality code to meet customer requirement
• To design, develop and implement the critical application for .Net environment

1. 3+ years of in design development using Angular, HTML, CSS, Javascript, PHP.
2. In-depth knowledge of JavaScript, CSS3, HTML5, Bootstrap, jQuery, REST Services & APIs.
3. Experience with test-driven development and testing frameworks/libraries.
4. Working knowledge of Git version control systems.
5. Must have a notice period of less than 30 days.

Are you a hands-on, flexible contributor who is comfortable operating in a fast-paced relationship culture? Then read on:

What you need to have: