Job Title: Onboarding Specialist
Location: India – Noida, Bengaluru, Remote
Shift: Global (Territory Specific)
Job Function: Customer Experience
Employment Type: Full Time
Company:
SaaS Labs, founded in 2016, is a fast-growing company in the software as a service “SaaS” space focusing on the cloud contact centre space. The cloud contact centre space is a fast-growing market with an addressable opportunity of $24B globally and is expected to witness explosive growth in the next few years. The company was founded by Gaurav Sharma, who is a third-time entrepreneur, having successfully sold both his previous companies (in 2012 and 2016). With a current employee strength of 75, SaaS Labs expects to double it by the end of 2021. Bootstrapped since inception, the firm recently closed a large venture capital round from two large global funds The firm has two core products for now - justcall.io (https://justcall.io/) and helpwise.io (https://helpwise.io/) and the vision is to build a portfolio of contact centre offerings and not just restrict to these products only.
About the Role
As an Onboarding Specialist, you will become a product expert and ensure that customers achieve their desired outcomes quickly and efficiently drive value throughout the onboarding experience. You will set up customers for immediate success by facilitating the implementation process, and educate them on the product, help solve their technical concerns and ensure smooth adoption of the product and services. As an onboarding specialist, you act as a customer's trusted advisor and have the potential to influence their future journey with SaaS Labs products.
Responsibilities
- Develop a comprehensive understanding of the customer needs, including business objectives and challenges.
- Record the use cases, customer requirements and customization requests
- Develop success plans for the customer to quickly achieve their desired outcomes
- Train customers on the product features and educate how they help achieve the desired objectives
- Drive the implementation of product for all the new customers to ensure they achieve their first aha moment quickly
- Develop and educate the customer on the best practices
- Collaborate with sales, product, engineering and success teams to ensure the customer requirements are met
- Engage the right stakeholders and establish strong relationships with new and existing customers and leverage feedback for continuous improvement of the process
- Take ownership of the onboarding the customer, identify and target ‘at risk’ customers and take appropriate steps to engage with them proactively, understand the concerns and drive resolution
- Ensure a successful warm handover of the customer post the onboarding cycle to the customer success team without letting the baton to drop.
Qualifications
- Has 2-4 years of experience in a high touch, low touch or tech touch customer onboarding in a B2B SaaS or Tech Product based company
- Should have worked with the C-level and senior executives
- Should be open to aligning with US / EU / AUS time zones
- Has exceptional ability to communicate and foster positive business relationships
- Showcases exemplary written and verbal communication skills to work along with global customers
- Has strong problem solving and analytical skills
- Has worked with global customers, and across different segments in the past
- Exhibit a true passion for customers and for customer success
- Preferred experience of working with at least one Customer Success tool like Gainsight, Totango, ChurnZero, or similar.
Subodh Popalwar
Software Engineer, Memorres
About SaaS Labs
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Candidates with good Accounting knowledge, Ms Excel skills, English communication skills, good learning skills, below 30 Yrs age, residing in Kolkata, and want to grow rapidly, Those who are not from an Accounting background, please don't apply.
Job Responsibilities-
- Be in charge of running and managing the team on a daily basis
- Set performance targets for all associates in the team to meet up with overall process objectives
- Schedule and organize shift patterns for team members to ensure that the process is adequately staffed to meet the SLA's
- Monitor files of team members to ensure that due procedures and quality standards are strictly adhered to
- Conduct regular reviews of all agents performance and organize training sessions for underperformers
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center
- Manage the daily team activities and operations
- Drive Team adherence and manage to schedule
- Managing Escalations (Internal & External)
Job Requirement-
- Excellent verbal and written English communication skills
- Must have handled a team size of minimum 5-10 people in his/her current role
- Should be comfortable with reports, dashboards & share insights from data to improve the process.
- Proficient in MS Office, Skype
- Experience in international KPO/BPO will be an added advantage
- Thorough understanding of operations metric, people practices (Score calculations, Parameters, Ratings, Attrition)
- Should ready to work in night shift
- Any degree required
- Should have minimum 1 to 2 years relevant experience
E-COMMERCE MANAGER
Responsibilities
● Liaising and influencing cross-functionally within the senior management team, ensuring all stakeholders are engaged in E-Commerce activity, projects and strategy, and knowledge, assistance, and insight are acquired where needed.
● Managing the marketplaces, namely Amazon, and Flipkart and planning the presence of the organisation - in terms of the strategy, management, forecasts and results. These include short- and long-term objectives, customer metrics and overall performance.
● Oversee the day-to-day marketplace E-commerce operations, customer service, updates, post listings, promotions, merchandising, maintenance and performance.
● Develop budgets for all phases of marketplace E-commerce and execute marketplace promotions to maximise growth.
● Manage relationships with digital agencies and external third parties in the marketplace effectively to drive growth
● Develop and implement the assortment and inventory plan to match the sales plan. Work with other divisions to maximise inventory & provide ongoing strategic insights and recommendations for new marketplaces channels with growth plans.
● Collaborate with marketing, operations, finance, sales & customer service to drive the success of the eCommerce business.
● Improve the e-commerce experience and feature sets by evaluating new payment solutions, customer communication tools, mobile solutions, merchandising tools and other enhancements.
● Actively advocate for e-commerce business across all levels of the organisation.
● Working closely with analytics, product and category managers will be crucial to optimise and scale on marketplaces
Qualifications
● Experience of 1-2 years.
● Preference for talent with experience in the D2C
● Strong knowledge of the marketplace.
● Must possess knowledge of the supply chain process, and commercials to improve the user journey by displaying relevant products on the website).
● Good team management and leadership skills.
● Excellent written and verbal communication skills.
● Should have a good emotional quotient.
● Should be good in data and analytical skills.
1. Upkeep & Maintenance of Hub(s)
2. Supervision of Housekeeping Staff
3. Inventory Management
4. Customer Complaint management
5. Routine Repairs & Maintenance
- Work with clients to create a social media strategy that collaborates with marketing, PR and advertising campaigns, research top influencers, competitors, and trends in clients’ industries.
- Create timely and engaging content optimized for platform used and intended audience.
- Monitor sites for customer service opportunities and initiate conversations on behalf of the client.
- Be happy, smile, and bring a positive attitude to the office
(bringing yummy treats to the office is always a bonus too). - Analyze and report social media actions on a monthly basis for successes and new opportunities.
- Create engaging and professional visuals that reflect client and their brand (Customize social media pages (ex. Facebook, Twitter, Google+, YouTube), develop supporting offline collateral, create original content, etc).
- Stay current with social media trends and tools – includes attending networking and educational events, reading blogs, and listening to podcasts.
- Continue to refine and define our social marketing process.
- Work with teams to create a solid branding message that’s reflected across Atomic marketing materials, social media content and shared by employees
SKILLS & EXPERIENCE
- 2+ years of social media marketing experience (prefer to have account management experience).
- Experience including but not limited to Facebook, LinkedIn, Google+, Google Communities, Twitter, Flickr, YouTube, Pinterest, and more.
- Knowledge of social media and analytics software (Hootsuite, Raven Tools, Google Analytics, Facebook Insights, etc.).
- Working knowledge of social media paid advertising campaigns including Facebook, Linkedin and Twitter.
- Ability to blog about social media on the Atomic website based on research, experience, and relevant social media news.
ADDITIONAL CONSIDERATION FOR…
- Strong understanding of user-generated content management, content marketing and reputation management.
- Strong, professional written and verbal communication skills.
- Strategic content creation and excellent writing skills.
- Ability to work independently and in a team environment.
- Exceptional time management skills including the ability to handle multiple clients with changing priorities.
Role and Responsibilities
- Voice of the customer - Understanding the voice of the customer to ensure that the platform/platform capabilities are delivered according to the expectations.
- Customer Success - Work closely with the Customer Success Team to ensure that timely delivery and issue resolution for the customers.
- Internal Stakeholder Manager - Work with the Development, QA, and DevOps to define the delivery plan and allocate tasks.
- Delivery of Platform/Platform Capabilities - Tracking, monitoring, and evaluation of the end to end technical delivery.
- Internal and External Communication - On-time and crisp communication with internal and external stakeholders.
- Documentation - Management and maintenance of the required documentation for the technical delivery.
- Reporting - Creating and sharing important data-driven reports to internal and external stakeholders.
- Team Management - Manage a team of product and business analysts.
Skills & Experience
1. Bachelors or Master degree in computer science.
2. Prior experience as a programmer is a must.
3. 3+ experience as a Technical Project Manager is required.
4. End to end understanding of cloud-based platform delivery.
5. Good understanding of the LAMP/MEAN/MERN stack.
6. Strong experience with the Agile Delivery Model is a must.
7. Understanding of AWS/Azure/GCP will be preferred.
8. Exposure to various Project Management tools is a must.
9. Experience in the BFSI industry will be a plus but it is not mandatory.
10. Excellent written and verbal communication skills are a must.
Hasura is an open-source project at the intersection of the GraphQL and serverless movements and empowers developers to build powerful and scalable applications easily. Our technology gives teams instant realtime GraphQL APIs and event-sourcing for serverless on a database in a manner is high-performance, low-footprint, and horizontally scalable out-of-the-box.
Hasura is being adopted by developers in startups as well as some of the largest Fortune 500 companies today. We are very excited to be at the intersection of these 2 massive ecosystem trends that will have a profound impact on development workflows going forward and we are looking for amazing people who are as excited as we are to join us on this journey!
Brief Overview:
You will be working primarily with large enterprise teams. You will seek to understand their challenges and context, and architect and engineer solutions that help them best leverage a Hasura deployment.
Depending on requirements, you may either work with a particular customer for significant periods of time, or with multiple customers. In each case, you will prioritize creating long-term relationships with our customers and providing genuine value.
Internally, you will work very closely with the sales and product teams and will have a significant influence on refining sales processes and the roadmap.
What we are looking for:
- Prior experience with one or more of the following:
- Enterprise technology teams
- Technology consulting
- A pre-sales or post-sales role
- Experience working on client facing engagements.
- Engineering experience with strong understanding of software engineering fundamentals and ability to pick up new technology stacks.
- Creative problem-solving skills.
- Ability to think strategically and co-create long term vision for Hasura deployments with enterprise team leads and executives.
- Very good written & spoken communication skills in English.
- For positions in the US: Willingness to travel within the US (and occasionally abroad). All expenses will be covered.
Qualifications:
- Prior experience in a developer tools company.
- Experience working with any of the following technologies:
- GraphQL
- Docker
- Kubernetes
- Postgres
- Frontend frameworks such as React, Angular, Javascript
- Experience with any of the following:
- Setting up and maintaining CI/CD pipelines
- Setting up and maintaining test suites
- Setting up and managing infrastructure
- Database admin
Location:
- Openings available:
- In office in San Francisco, US
- In office in Bangalore, India
- For remote work based out of the US
Working at Hasura:
As a team, we take a lot of pride in our work. We obsess over the developer experience, and our first priority as a company will always be to make things easier for our users.
We offer competitive salaries, have a generous vacation policy and provide health insurance for everyone employed with Hasura.
We are an equal opportunity employer and do not tolerate discrimination of any kind.
Applying:
About Hasura:
ISO Certified and CRISIL rated valuation companty at Andheri , Mumbai need Valuer having experience in Civil Sector for thier Bangalore Barnach. The work place will be Bangalore. Attractive incenties and terms are offered.
Job Description :
- This role is responsible for Implementation, one of the most critical phases in a client's life cycle.
- We are looking for an experienced and driven Director, Implementation who is responsible for applying expert knowledge of implementation and large project processes while providing strategic direction to minimize time to first value for all customers.
- As the Director, Implementation, you will manage a growing team and develop processes and procedures for enterprise implementations.
Responsibilities :
- Take proactive ownership of regional implementation health.
- Create scalable processes and definitive scope around implementation services
- Implement systematic processes for tracking and reporting on the implementation status
- Maintain a highly skilled team of Implementation Managers and manage team allocation to maximize resources and output
- Direct the activities of the implementation team to meet client needs and create successful partnerships
- Lead team to complete process analysis, design/redesign of multiple workflows and processes to ensure that they are customer-focused, consistent, effective and efficient and in compliance with company standards
- Develops and manages all deliverables needed for effective implementation to include but not limited to: detailed project plan/timeline, action log, meeting notes, process/procedures and forms documentation, etc.
- Own execution of the roll-out within the allotted implementation timeframe
- Full ownership and accountability of customer satisfaction and on-time delivery throughout the Implementation phase
- Provide support to Account Executives & Sales Engineers during the Sales cycle
- Ability to speak knowledgeably on all technical integration options available within an implementation
- Facilitate hand-off from Sales to Implementation
- Connect regularly with all team members and provide strategic guidance, feedback on performance, and remediate as needed
- Monitor the progress of each account at a deeper level
- Ensure all metrics are accurate and up-to-date
- Advocate customer needs/issues cross-departmentally
- Understand and manage escalations efficiently and appropriately
- First point of contact for all inquiries on project status from executive leadership
- Recognize risks and puts remediation plans in place, interfaces directly with clients escalates to exec level when needed
- Partner with global teams on solutions, process enforcement, and overall regional health
Qualifications :
- 15-18 years of experience working with global enterprise customers in software implementation or Project Management type role at a SaaS company
- 7-10 years experience in a supervisory or managerial role; People leadership of direct and indirect reports
- Bachelor's degree;
- Previous experience as a Manager, Implementation for enterprise software
- Proven track record of successful implementation with enterprise clients
- Highly developed project management skills
- Ability to influence and guide clients through complex implementations
- Strong leadership skills; ability to lead a group of diverse individuals in a high-performance team
- Demonstrated presentation and client-facing skills
- Superior presentation skills; experience with presenting to C-level Executives
- Experience in client services/operational roles and ability to effectively counsel clients and internal business partners
- Analytical skills to determine root causes and develop solutions
- Understanding of sales, marketing, client relations roles, and their interdependence
- Demonstrated ability to adapt to a fast-paced and changing the technical environment
- Self-starter seeks out challenges
- Flexible
Follow CutshortSubodh Popalwar
Software Engineer, Memorres