Product Manager Intern

Position: Customer care Executive (International)

Position Overview:

We are seeking a highly motivated and skilled individual to join our team as an International Voice Process Executive. The ideal candidate will be responsible for handling outbound and inbound calls to our international clients, providing excellent customer service, resolving queries, and ensuring customer satisfaction. This role requires effective communication skills, the ability to multitask.

Qualifications:

1. Excellent verbal and written communication skills in English (additional language proficiency may be a plus). 

2. Fresher or Experienced

Responsibilities:

1.   Handle outbound and inbound calls to customers located in various international regions.

2.   Provide exceptional customer service by addressing customer inquiries, resolving complaints, and ensuring customer satisfaction.

3.   Maintain professionalism and courtesy while communicating with customers at all times.

4.   Utilize company scripts and guidelines to effectively communicate product information, promotions, and offers to customers.

5.   Document all customer interactions and transactions accurately in the company's database.

8.   Stay updated on product knowledge, company policies, and industry trends to provide accurate information to customers.

9.   Adhere to all company policies, procedures, and compliance regulations.

You'll be trained first on content writing through online meets. After that, you'll be required to do the assigned tasks.

• Day-to-day tasks will be given
• Remote work
• Flexible timings
• Duration - 2 months
• Earning opportunities will be introduced
• Certificate and Letter Of Recommendation on completion

Location: HSR Layout, Bangalore

Job Title: Consultant - SDR / Inside Sales / Business Development

Job Overview:

As a Sales Development Consultant, you will be at the forefront of our sales efforts. You will be responsible for generating and nurturing leads, initiating meaningful interactions, and setting the stage for our sales team to succeed, all while operating within the US time zone.

Key Responsibilities:

Lead Prospecting:

o Identify and prospect potential customers and leads through various tools like LinkedIn Sales Navigator / Apollo / Lusha / Zoom Info

o Tailor outreach efforts based on lead characteristics and requirements.

Lead Qualification:

o Evaluate and qualify leads to ensure they meet predefined criteria and are ready for engagement by the sales team.

o Gather essential information to facilitate the sales process.

Ideal Customer Profiling:

o Prospect leads based on the ideal customer profile (ICP) and business requirements defined by the sales and marketing teams.

o Align sales efforts with our target customer segments.

Meeting Scheduling and Follow-Up:

o Initiate contact with potential customers to schedule product/service demonstrations and meetings.

o Maintain diligent follow-up to ensure appointments are attended and opportunities are maximized.

LinkedIn Outreach:

o Engage in strategic outreach on LinkedIn to connect with professionals, share valuable content, and build relationships.

o Craft personalized messages to initiate meaningful conversations.ns.

The ideal candidate for this role is that you are a proven sales performer adept in direct-to consumer consultative sales. You are comfortable working with high ticket size products that require focussed nurturing over a period and yet can build urgency for the end consumer to decide fast. You have worked in a highly competitive sales environment and have been at the top 10 percentile of your team.

What will you be doing?

●Being a mentor and guide, who potential learners can look up to for career advice.

● Counselling potential learners, helping them plan their career path and understanding how upGrad can catalyse their career.

●Carrying weekly enrolment/revenue and collection targets.

●Establishing the uniqueness and effectiveness of upGrad's model of online/blended learning.

● Owning the complete sales closing life cycle for leads assigned to you. This includes making phone/video calls, product demonstration, sales closing and post-sales relationship management.

● Maintaining a detailed database of all the interactions on the CRM with the leads and providing constant feedback to the marketing team on lead quality. What are we looking for?

● Individual with outstanding English communication skills (written and verbal), interpersonal and presentation skills.

● Hardworking Individuals with high dedication and extreme determination.∙ Experience in EdTech sales would be an advantage.

●Rockstar sales performers with proven track records.

● Great listeners and trustworthy individuals who can bond with our potential learners. Individuals with the ability to approach any situation with patience and powerful empathy.

● Individuals who take a disciplined approach towards building funnels, tracking feedback, prioritising tasks and overachieving targets and deadlines.

● Sales bent of mind, to understand and effectively communicate what upGrad is offering to its prospective learners and achieve revenue targets.

●Passion for always delivering the highest levels of customer service.

●Basic proficiency in MS Office Suite is required.

Job Type: Full-time

Schedule:

• Day shift

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Language:

• English (Preferred)

Key Responsibilities:

• Partner with the Business Process Owner(s) and Process Excellence Team members to develop a deep end-to-end understanding of processes targeted for automation and outline the impacted processes and business requirements
• Engage with cross-functional teams to develop business requirements documentation of the process to be automated in a manner that is understood by the business users and can be shared with RPA solution design and development teams
• Works with RPA & Technical Team members to facilitate the planning and execution of RPA and other Automation projects
• Work with Business Units to perform value analysis (ROI) for the processes
• Coordinate with the business and the RPA team to identify and provide support for solution designs for production issues and enhancements
• Identify scope, benefits, constraints, and risks for RPA automation initiatives, capture and document current state manual processes
• Identify and document best practices for ongoing RPA adoption
• Facilitate sessions with stakeholders to drive out requirements
• Consider change management implications for implementation of new RPA processes
• Deliver key business analysis artifacts, using best practices and tools, for the design, solution and execution of medium and large projects
• Document and diagram the existing environment and data-flows
• Gather non-functional requirements such as security, capacity performance and availability
• Act as a liaison between business and technical resources
• Recommend ‘to-be’ process map designs using Cross-functional flowcharts.
• Define configuration specifications and business analysis requirements
• Conduct Process diagnostics & opportunity identification
• Define requirements, creating user stories (if Agile) or BRD or Disaggregation sheets (for RPA)
• Help design, document and maintain system processes
• Creating Business Case and ROI which can be submitted for review and approvals

Qualifications

Essential Knowledge and Skills:

• Strong customer service focus with the proven ability to develop and maintain effective working relationships with team members, stakeholders and management.  Demonstrate strong collaboration across all levels of the organization
• Ability to work independently, with limited supervision, whilst participating fully as a member of the RPA team
• Effective Persuasive Communication including the ability to influence SMEs and business stakeholders toward change, automation and continuous improvement
• Knowledge of RPA technologies and spectrum of best practices with process automation and operational excellence
• Understand the needs of and support a company with global operations
• Ability to translate requirements into processes and controls
• Strong analytical skills, coupled with a logical, disciplined and structured approach to documentation and procedures
• Flexible and dynamic personality
• Excellent spoken and written communication. Assertive and confident raising action points with senior individuals
• Experience of working on major projects
• Experience/knowledge of a range of technical platforms and solutions
• Work with individuals to understand and build detailed process maps and business requirements documents
• Ability to rapidly grasp processes and identify potential RPA solutions
• Integrate leading practices on process discovery & mapping into the day-to-day delivery of business requirements documents
• Willingness to learn and become an expert in RPA and other Intelligent Automation solutions
• 2-5 years of experience supporting business process documentation with business owners and SMEs across multiple geographically disbursed teams
• A team player that is willing to learn and adapt in a high pace delivery environment
• Bachelor’s Degree in Engineering/ IT/ Data Sciences/ Business Administration or related fields

Desirable Knowledge and Skills:

• Experience working with automation software (e.g., Automation Anywhere, Blue Prism, UiPath)
• Experience in analyzing data to draw business-relevant conclusions
• Experience writing simple SQL queries for data analysis

• Accountable & Responsible for delivering initiatives and projects for region and country focused on implementing Web Analytics, Mobile app Analytics
• Spearhead Adobe Analytics implementation by working with Digital Customer Experience and Digital Sales & Marketing team
• Conduct and document journey walkthrough ensuring all scenarios, customer interactions are captured
• Understand business measurement requirements and translate these requirements into Solution Design Reference (SDR)
• Prepare tagging specifications in line with approved SDR
• Conduct QA on Adobe Analytics implementation
• Ensure tagging process governance, documenting all the necessary artefacts and approvals
• Mentor juniors in the team and train them on tools/techniques required for day to day deliverables
• Work with production teams & vendors to efficiently develop, implement, and maintain tracking strategies to seamlessly integrate other customer-level data

• 6+ years of experience in implementing Web Analytics & Mobile app Analytics, exposure to financial services domain is an added advantage
• Deep expertise & experience in implementing Adobe Analytics (Omniture) for complex requirements and maintaining JavaScript libraries
• Expert in implementing Adobe DTM/Launch web properties, Variables (eVars, Props, Events) and Rules (On-Page, Event and Direct Calls)
• Hands-on experience of working with clickstream data
• Experience with multi-channel and cross-channel attribution
• Ability to clearly and concisely articulate the problem, approach and recommendations to both technical and business audience
• Expertise and experience leveraging Adobe Analytics to access web/mobile performance data, use the data and visualization to check data-collection accuracy and perform basic digital analysis
• Ability to think strategically, and then follow-through with detail-orientation, execution and managing competing priorities
• Strong negotiation and influencing skills
• Strong executive presence, communication, presentation and story-telling skills
• Self-motivated and good team player

• Bachelor degree or above in any of the following disciplines: Computer Science, Mathematics, Statistics, Operational Research, Business Administration, Economics etc. from Premier Institute or a track record of performance that demonstrates this ability
• MBA or PGDM would have an added advantage