Delivery Manager - Customer Success

Job Details

1. Design/Build engaging solution engineering designs for pre-sales engagements
2. Custom configure the Certa platform per client specification on demand
3. Build and streamline solution configuration processes with a focus on reusability using Certa’s proprietary coding studio leveraging JSON, XML and proprietary configuration engine
4. Understand client pain points and translate them to product requirements
5. Deliver ultra-responsive support to sales team for Direct and Alliances channels
6. Build team and lead efforts to implement very complex business rules in a demanding and exacting fast-paced environment
7. Develop customer ready solutions to demonstrate the value of the Certa platform for Third Party Risk Management, Anti-Bribery/Corruption, Anti-Money Laundering, Fraud, Merchant Onboarding, ESG, Contract Lifecycle Management and Asset Management use cases
8. Serve as liaison between sales, engineering, technology, product and clients
9. Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements, troubleshoot technical issues raised by customers, and build new features for the product

Requirements

1. Associate or Bachelor’s degree in Engineering or Science or Commerce
2. Coding experience and debugging are a must
3. Self-learning and inherently curious behavior traits
4. Comfortable in a fast-moving dynamic environment
5. Hands-on, get-it-done attitude
6. Independent operator capable of taking limited direction and applying the best course of action
7. 2+ year’s experience in leading technical and engineering resources
8. Proven track record of working in a customer-facing role
9. Possess advanced knowledge of no-code applications, advanced business rules engines, business intelligence and reporting tools, techniques and algorithm
10. Experience working with, and managing, stakeholders and customers
11. A high level of accuracy and attention to detail is required
12. Excellent communication and interpersonal skills
13. Willingness to work with complex, multi-divisional, multi-geographical customers
14. Ability to create structure in ambiguous situations and design effective processes
15. Design and build APIs to drive existing and new features for a web-based application

Required Technical Skills

1. Modern programming languages (e.g., Java, Javascript, Python)
2. Business Intelligence and reporting software 
3. Process Documentation and Data Visualization 
4. Development & management methodologies including Scrum, Agile, Kanban, and Jira
5. UI/UX experience, ability to work with designers/analytics
6. Well-versed with ERP & BSM systems such as Oracle NetSuite & Coupa 
7. Soap/Rest API Integration

BOSON is a fast-growing startup in the technology innovation space. We build an AI based platform for the ecommerce domain. Our parent company Ergode is a bootstrapped company and is a potential Unicorn. Also, we have nearly 70+ technologists, from full stack developers, project managers, product managers, data scientists and devops engineers. We are expanding our core team and this role is specifically for the same. Along with working on latest technologies we also provide ESOP’s program for all our employees, and also have an open culture for growth and career development. We are seeking to hire Tech Lead who have experience with web-application development. You will be a part of a full-stack creative team that is responsible for all aspects of the ongoing software development from the initial specification, through to developing, testing and launching.

 Responsibilities:

●   Relevant experience working in client-facing role with software product companies for product roadmap, delivery management.

●  Highly experienced in developing, operating and tailoring Agile and Waterfall Software Development Life Cycle (SDLC) methodologies.

●  Develop metrics and reports to help the team understand its health and progress and to set goals.

●  Produce weekly status reports, manage risks and pro-actively partner with fellow PM's.

●  Technical acumen to capture, communicate and drive issues/blockers/risks to resolution.

●  Ability of work on multiple projects, driving coordination between engineering test networking.

●  Ability to write functional design document, use cases or orchestration diagrams.

●  Previous experience with Microsoft, Amazon AWS or cloud technology is huge plus.

Qualifications & Skills:

●  1.5 years of Project management, Client communication, People management.

●  If from a Cloud domain -- added advantage.

●  Past experience of hands-on programming with PHP/Java/Python/DBMS.

• Main point of contact for specific accounts
• May not oversee the day-to-day running of the account
• Primarily responsible for managing that account and maintaining an excellent client relationship.
• Establish budgets with the client
• SPOC for any conflict resolution
• Leads Account reviews
• Writes creative briefs, and approves payments to and from the client
• In charge of contracts and contract renewals, quality control on the account
• Actively pursues new opportunities with the client - The more opportunities, the more work, and money, for BIW.

JD -

Given our business model, where our customers pay us over time, Customer experience is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a leader to own driving success for our customers. This role includes responsibilities for Customer experience, retention and Customer Success (e.g., onboarding, support, services, adoption, advocacy, retention, etc.)

• Drive Customer Experience Outcomes
• Define and Optimize Customer Lifecycle
• Manage Customer Experience Activities
• Measure the Effectiveness of Customer Experience processes
• Build a World-class Team
• Inspire Customer Success Across Company

Requirements -

• 1-4 years experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background in E-commerce or Saas industries
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative personality with the ability to inspire others
• Excellent communication and presentation skills

Desired Candidate Profile:

• The ideal candidate will have a strong mix of relationship management, strong analytical, business and technical skills.
• 6-10 years of overall delivery related (pre-sales, solutioning, delivery management or customer account management) experience preferably in the Cybersecurity/SaaS/hi-tech products.
• 2+ years experience in customer facing roles with customers in US/Europe/ME geographies.
• Ability to internalize the product offerings and can discuss solutions, benefits and trade-offs with the customers.
• Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.
• Ability to multitask in a dynamic, fast paced environment
• Experienced at account management & growth through farming.
• Experienced at leading presentations and discussions with customer’s senior management teams
• Highly energetic, with a passion for helping customers achieve expected business outcomes

Qualifications:

1. Bachelors degree from Top institutes. MBA preferred
2. Excellent organization and project management capability
3. Excellent communications skills, both in written and verbal communications, with the ability to deliver effective presentations, group facilitation and one-on-one consultation is a must
4. Self started, self motivated, flexible and results driven
5. Experience using CRM tools

Preferred knowledge/skills:

1. Experience in Cybersecurity and understanding of network fundamentals. Good understanding of IT and Network Security fundamentals such as Firewalls, Proxies, and Web Security Gateways.
2. Experience working/leading teams in customer success functions for SaaS products.
3. Experience with Product Delivery Lifecycle