Customer Success Associate

Job Details

- Job Title: Head of Delivery

- Industry: SAAS

- Function: Operations

- Experience Required: 14-18 years

- Employment Type: Full Time

- Job Location: Pune

- CTC Range: Best in Industry

Preferred Skills: P and L management, customer success, technical support, Implementation, Client Delivery

Criteria:

14+ years of experience in Managed Services / Professional Services / Customer Delivery within SaaS or tech-led organizations.

Proven leadership of end-to-end customer lifecycle functions: Pre-sales, Implementation, Customer Success, and Support.

Experience managing global, cross-functional teams across geographies and time zones.

Demonstrated ownership of P n L, budgets, and revenue (services / managed services).

Strong understanding of SaaS delivery models and customer lifecycle management.

Job Description

What will you create and do?

We are looking for a Head of Delivery to lead and scale the end-to-end customer delivery organization at Company. This role will own the entire customer lifecycle across pre-sales demos/PoCs, onboarding, implementation, customer success, and ongoing support.

You will lead cross-functional teams across multiple geographies and time zones, ensuring successful delivery of projects, high customer satisfaction, strong product adoption, and growth in managed services revenue.

This is a strategic leadership role responsible for building processes, improving delivery maturity, driving operational excellence, and aligning teams across Support, Customer Success, and Implementation. The role will also work closely with Sales, Product, and Leadership to ensure customers achieve measurable outcomes through Conversational Messaging solutions.

What will qualify you for this role?

Essential:

● Strong experience leading Managed Services / Professional Services / Customer Delivery organizations

● Proven ability to manage global teams across time zones and multiple functions

● Strong leadership experience in Customer Success, Implementation, Support, and Client Delivery

● Experience managing P&L, budgets, and revenue ownership for service organizations

● Ability to design and scale delivery processes, frameworks, and operational systems

● Strong customer engagement and stakeholder management skills

● Ability to manage complex client escalations and enterprise accounts

● Experience working closely with Sales, Product, and Technology teams

● Strong understanding of SaaS delivery models and customer lifecycle management

● Strong people leadership, hiring, mentoring, and organizational building experience

Desired Skills:

● Experience in Conversational Messaging, CPaaS, or SaaS platforms

● Industry exposure to Healthcare, Finance, Real Estate, Education, Contact Centers, or similar sectors

● Understanding of CRM platforms, Marketing Automation systems, and Contact Center technologies

● Experience building self-service platforms and customer reporting systems

● Ability to drive customer adoption and product-led growth initiatives

● Strong operational mindset with a focus on SLA management and delivery excellence

Experience Range:

15+ Years

Education Qualification:

Bachelor’s Degree in Engineering, Technology, Business, or related field MBA is preferred.

Key Responsibilities:

Delivery Leadership & Customer Lifecycle Management

● Own delivery of all client services across the customer lifecycle including demos, PoCs, onboarding, implementation, and ongoing support

● Ensure projects are delivered as per SLA commitments and agreed delivery plans

● Lead teams responsible for Customer Support, Implementation, and Customer Success

● Manage delivery across multiple time zones and global customers

Organizational Leadership

● Build and scale a high-performing delivery organization

● Hire, mentor, and develop team leaders and managers across functions

● Drive training, capability building, and skill development across teams

● Create a strong culture of customer success and accountability

Managed Services Revenue & P&L Ownership

● Own the Managed Services P&L, budgets, and revenue targets

● Drive product adoption among serviced customers

● Align delivery performance with business growth and revenue outcomes

Process, Systems & Delivery Excellence

● Build and implement delivery processes, playbooks, and operational frameworks

● Develop systems that enable client self-service and service transparency

● Ensure systems capture relevant data and generate insights for customer success and risk identification

● Monitor key delivery metrics and identify red flags proactively

Customer Success & Product Adoption

● Create playbooks and frameworks to guide customer onboarding and adoption

● Build expertise around customer journey, implementation best practices, and messaging strategies

● Champion Conversational Messaging adoption across different communication channels

Market & Industry Expertise

● Develop expertise in target industries such as Healthcare, Finance, Real Estate, Education, and Contact Centers

● Understand business processes and systems such as CRM, marketing automation, and contact center tools

● Provide insights into market trends, customer needs, and product adoption

Cross-Functional Collaboration

● Work closely with Sales teams to prioritize projects and support strategic customers

● Partner with Product and Technology teams to identify product gaps and improvement areas

● Provide insights on product adoption, feature gaps, and customer feedback

Executive & Customer Engagement

● Represent the company in executive-level customer discussions and strategic projects

● Support major client engagements including delivery reviews and issue resolution

● Travel to customer locations for project reviews and relationship management when required

Key Result Areas (Success Metrics):

● Managed Services P&L performance

● Customer product adoption and engagement metrics

● Project delivery timelines and TAT

● SLA compliance and delivery quality

● Reduction in customer escalations

● Customer satisfaction and retention

● Identification of product gaps and improvement areas

Reporting Structure

● Reports to: COO / Executive Leadership Team

● Owns Department: Customer Support, Onboarding & Implementation, Customer Success

● Manages teams across multiple geographies and time zones

Responsibilities :

• Lead the development of the backend systems for our client's first product.
• Build reliable, secure, and performant backend systems.
• Drive test coverage and continuous delivery automation within the team.
• Mentor and provide feedback to teammates.
• You should have a min of 8 years of software development experience and management.
• Can write code that is readable, maintainable, secure, and performant.
• Know the importance of tests and how to approach writing different types of tests, good intuition for REST API design
• Deep understanding of relational databases, transactions, entity-relationship modeling.
• Comfortable writing highly concurrent systems.
• Experienced in using profilers, tuning garbage collection, optimizing SQL queries.

• Golang, Java, Python, Ruby, Node.

Should have min 2+ years of Hands-on experience in React Native development.

• Knowledge of REACT tools including React.js, Webpack, Enzyme, Redux, and Flux
• Experience with JavaScript, Typescript, CSS, HTML5 and front-end languages.
• Good understanding of Android/ iOS design guidelines, SDK.
• Exposure to building React Native components in native iOS and Android.
• Solve complex technical, scalability or performance challenges.
• Familiarity with code versioning tools such as Git, SVN, Gitlab.

Responsibilities and Duties

• Must have 3+ years’ experience in ASP .NET with C# and VB.NET
• Must have at least 2 years’ experience in SQL Server
• Must have experience working with SOAP and REST Web Services
• Must have experience with SSRS and SSIS
• Must have some experience with MVC framework and Angular JS
• Must be able to work with basic CSS and HTML
• Must be able to work with jQuery and JavaScript
• Experience with Reporting Services, WCF, etc. would be a strong positive

• This requirement is for an Inside Sales Experienced Professional

• Must have experience working with Customers with India/MEA/USA markets

• Proficient in Microsoft Office tools and applications.

• Prospect call preparation including company background research and other pertinent lead or prospect information

• Track and record opportunities into CRM daily; maintain a clean pipeline daily

• Work closely with the demand generation team to ensure quality and feedback,

• Qualify leads based on BANT parameters, Send proposal, Demo and take the deal to closure

• Understand target customers business needs, and accurately articulate OneDirects' value proposition at all level
  
  Qualifications:

  • Bachelor's degree or equivalent
  • MBA will be a plus
  • Previous experience into Inside Sales
  • Experience with lead generation, prospecting and CRM systems
  • Excellent Communication skills
  • Software/Solution Sales background is preferred
  • Revenue quota is a must
  • Self-starter
  • Must be a team player
  • Strong work ethic and sense of commitment is a MUST

Job Details:

 Core java – Concepts like oops, Collection,Expection handling, Java 7 well versed, Webservice, SQL

1. Spring – Concepts like spring boot, spring core, Spring MVC
2. ORM Tool like -Hibernate or Spring JPA
3. Front End Areas like angular 4 and above version should be strong.
4. Microservice is mandate at least a knowledge or Experience
5. Kafka or Rabbit MQ experience or knowledge is must
6. RDBMS or Nosql Or oracle or SQL experience is must

Please revert back with below details.
Total Experience:
Relevant Experience:
Current CTC:
Expected CTC:
Any offers: Y/N
Notice Period:
Qualification:
Present Company Name:
Designation:
Domain
Reason for job change:
Current Location:

Thank & Regards

Khadri SH

Sr Executive – TAG

IsquareSoft|Bangalore

• Experience in at least one of the frameworks   YII / Codeigniter
• Experience in Laravel(Mandatory)
• Good experience in JS, JQuery, AJAX, Angular JS
• Good experience in Html, CSS, Responsive Design.
• Ability to write and consume web services and REST services.
• Knowledge on Developing APIs for Mobile Applications
• Should have excellent communication skill and technical skill
• Extensive OOD (Object-oriented design) / OOP (Object-oriented programming) experience.
• Good knowledge of relational databases (MySQL), version control tools and of developing web services
• Should have good understanding skill and ability to work independently or within a team and lead a team.
• Passion for best design and coding practices and a desire to develop new bold ideas.
• Knowledge of and experience applying design patterns andimplementing industry best practices required.

Good to Have Skills:

• Knowledge on Server Maintenance
• Knowledge on Amazon AWS

• If you fit the above criteria, send your latest resume along with following information duly filled to us immed at appleinformatics(at)yahoo.com   

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