Presales Executive - Customer Service

Role Summary

The Director, Client Relations – Staff Augmentation will lead the end-to-end ownership, scaling, and expansion of the staff augmentation business for key global clients, primarily in North America. This role will be responsible for building and growing a high-quality offshore delivery organization, scaling from an initial team of 10 plus FTEs to 100 plus FTEs across multiple client owned processes.

The Director will act as the senior most client interface, partnering with client leadership to understand demand, define the right staffing model, and ensure seamless execution. This role combines business growth, workforce strategy, delivery governance, and organizational building.

The role will also carry full ownership of the P&L for this line of business, including revenue growth, cost optimization, and long-term scalability.

Key Responsibilities

1) Client Leadership and Business Ownership

• Act as the primary point of contact for senior client stakeholders.
• Build strong executive relationships and position the organization as a trusted partner.
• Own the overall engagement, including delivery quality, growth, and client satisfaction.
• Identify opportunities to expand scope, increase FTE count, and introduce additional processes.
• Lead business reviews with clear insights, growth roadmap, and value delivered.

2) Staff Augmentation Strategy and Workforce Planning

• Define staffing strategy including FTE sizing, role mix, and skill requirements.
• Translate client requirements into structured staffing plans.
• Design scalable team structures and reporting hierarchies.
• Establish frameworks for ramp up from small teams to large scale operations.
• Ensure optimal utilization and capacity planning.

3) Delivery Governance and Operational Excellence

• Oversee delivery across all teams ensuring SLA adherence and quality.
• Define KPIs for performance, productivity, and turnaround time.
• Establish governance cadence and reporting mechanisms.
• Ensure consistency across multiple processes and teams.
• Drive strong issue resolution and escalation handling.

4) Transition and Process Onboarding Oversight

• Guide onboarding of new processes into the staff augmentation model.
• Ensure structured knowledge transfer and documentation.
• Define standard onboarding playbooks.
• Identify risks and readiness gaps during expansion.

5) Organization Building and Talent Leadership

• Lead hiring strategy to support rapid scale up.
• Build strong leadership layers including managers and leads.
• Establish training, cross skilling, and career progression plans.
• Drive a high performance culture with clear accountability.

6) Business Ownership, Revenue Growth, and Financial Management

• Own the line of business including revenue, cost, and profitability.
• Drive revenue expansion by increasing FTE count and adding new processes.
• Define pricing aligned with effort and delivery complexity.
• Monitor revenue realization and billing accuracy.
• Manage cost structure including hiring, utilization, and overheads.
• Optimize FTE mix to balance cost and performance.
• Build financial models for workforce planning and growth.

7) Leadership, Team Development, and Organizational Scaling

• Mentor managers and team leads across processes.
• Build second line leadership.
• Establish performance expectations and review mechanisms.
• Drive ownership and continuous improvement culture.

8) Internal Reporting and Strategic Visibility

• Provide updates to leadership on revenue, cost, margins, and growth.
• Present challenges and mitigation plans.
• Track key business metrics such as utilization and productivity.
• Build dashboards for visibility.
• Support strategic decision making with insights and projections.

Success Measures

• Scale from initial team to 100 plus FTEs with stable delivery.
• High client satisfaction and strong relationships.
• Expansion across processes and geographies.
• Consistent SLA performance.
• Strong financial performance and margins.

Required Qualifications

• Bachelor’s degree in Commerce, Finance, or Business. MBA preferred.
• 12 to 18 plus years of relevant experience.
• Experience scaling teams and managing global clients.
• Strong workforce planning and governance experience.

Preferred Experience

• Exposure to finance operations such as Accounts Payable.
• Experience in offshore delivery models.
• Familiarity with SLA frameworks and staffing models.
• Experience scaling new business lines.

Competencies

• Strong ownership mindset.
• Excellent stakeholder management.
• Structured thinking and execution.
• Strong people leadership.
• Commercial awareness and growth orientation.

Reporting and Location

• Reporting to: Head of Operations or Business Unit Head
• Location: Bangalore or Mangalore with overlap for North America time zones

Role & Responsibilities

We are looking for a hands-on AWS Cloud Engineer to support day-to-day cloud operations, automation, and reliability of AWS environments. This role works closely with the Cloud Operations Lead, DevOps, Security, and Application teams to ensure stable, secure, and cost-effective cloud platforms.

Key Responsibilities-

• Operate and support AWS production environments across multiple accounts
• Manage infrastructure using Terraform and support CI/CD pipelines
• Support Amazon EKS clusters, upgrades, scaling, and troubleshooting
• Build and manage Docker images and push to Amazon ECR
• Monitor systems using CloudWatch and third-party tools; respond to incidents
• Support AWS networking (VPCs, NAT, Transit Gateway, VPN/DX)
• Assist with cost optimization, tagging, and governance standards
• Automate operational tasks using Python, Lambda, and Systems Manager

Ideal Candidate

• Strong hands-on AWS experience (EC2, VPC, IAM, S3, ALB, CloudWatch)
• Experience with Terraform and Git-based workflows
• Hands-on experience with Kubernetes / EKS
• Experience with CI/CD tools (GitHub Actions, Jenkins, etc.)
• Scripting experience in **Python or Bash**
• Understanding of monitoring, incident management, and cloud security basics

Nice to Have-

• AWS Associate-level certifications
• Experience with Karpenter, Prometheus, New Relic
• Exposure to FinOps and cost optimization practices

Job Summary:

We are seeking a skilled MERN Stack Developer to join our dynamic development team. The ideal candidate will have hands-on experience in building modern web applications using MongoDB, Express.js, React.js, and Node.js. You will be responsible for designing and developing scalable, high-performance web applications and collaborating with cross-functional teams to deliver top-tier solutions.

Key Responsibilities:

• Develop and maintain responsive web applications using the MERN stack.
• Design, build, and maintain RESTful APIs and integrate third-party services.
• Collaborate with UI/UX designers, product managers, and other developers to deliver seamless user experiences.
• Optimize applications for performance and scalability.
• Write clean, maintainable, and efficient code.
• Participate in code reviews and provide constructive feedback.
• Debug and troubleshoot issues across the full stack.
• Implement security and data protection best practices.

About the Role:

We are looking for a highly motivated Sales Growth Associate to join our sales team in Andheri, Mumbai. This is an exciting opportunity for someone with a passion for sales and strong communication skills. In this role, you will be responsible for conducting cold calls to prospective clients, generating interest in our software products, and scheduling virtual meetings for further engagement.

Key Responsibilities:

● Cold Calling: Conduct outbound cold calls to potential clients, focusing on introducing our software products/services and generating interest.

● Lead Qualification: Identify and qualify leads based on their needs, challenges, and potential fit for our solutions.

● Schedule Virtual Meetings: Set up virtual meetings (via Zoom, Microsoft Teams, etc.) between potential clients and the sales team for detailed product presentations and further discussions.

● Follow-Up: Follow up with prospects who have shown interest but have not yet committed to meetings, ensuring consistent engagement and moving prospects through the sales pipeline.

● Collaboration: Work closely with the sales team to share insights, pass on qualified leads, and ensure smooth transitions from initial contact to sales conversion.

● Sales Performance: Meet and exceed daily/weekly call targets, meeting quotas for virtual meetings scheduled and leads converted.

● Product Knowledge: Gain a strong understanding of our software products to effectively communicate their value to prospects.

● Reporting: Report regularly on activity, including calls made, meetings scheduled, and overall sales progress.

Skills & Qualifications:

● Minimum 1 year of work experience in sales, telecalling, or a similar role. Software sales experience is a plus.

● Excellent communication skills, with the ability to build rapport and engage with prospects over the phone.

● Goal-oriented and self-motivated, with a strong desire to succeed in sales.

● Comfortable using virtual meeting platforms (Zoom, Microsoft Teams, Google Meet) to schedule and manage meetings.

● Ability to work effectively in a fast-paced, target-driven environment.

● Positive attitude, strong work ethic, and a passion for sales.

Preferred Qualifications:

● Experience in software sales or selling tech-related solutions.

● Familiarity with the sales cycle and working closely with teams to achieve sales targets.

● Previous experience with cold calling and lead generation.

Location - Mumbai

Company Profile - https://www.pazago.com/

Pazago LinkedIn - Pazago: Overview | LinkedIn

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Management & Organization:

• Develop unique and engaging content to meet in-house and clients’ multiple requirements
• Create a wide variety of content across industry verticals like case studies, white papers, corporate brochures, emails, blogs, articles, social media snippets, and more
• Create social media and search engine optimized content.
• Communicate effectively with clients, meet strict deadlines, and follow clients' editorial guidelines.
• Bachelor’s Degree with preferred Major in English, Journalism, Marketing, Advertising or Communications.
• Minimum of five years’ experience as a copywriter/content writer.
• Knowledge of website marketing and search engine marketing.
• Knowledge of information gathering, planning, and organizing methods and principles.
• Experience with desktop publishing tools.
• Experience working on software programs like Photoshop, CorelDraw, HTML.