Product Support Specialist

Job Description: Customer Success Manager- APAC

Role Details

Position: Customer Success Manger

Location: Bangalore

Shift timings : 10am- 7pm IST

About SCRUT Automation

Scrut Automation is an information security and compliance monitoring platform, aimed at helping small and medium cloud-native enterprises develop and maintain a robust security posture, and comply with various infosec standards such as SOC 2, ISO 27001, GDPR, and the like with ease. With the help of the Scrut platform, customers reduce their manual effort for security and compliance tasks by 70%, and build real-time visibility of their security posture.

Founded by IIT/ISB/McKinsey alumni, the founding team has over 15 years of combined Infosec experience. Scrut is built out of India for the world, with customers across India, APAC, North America, Europe and the Middle East. Scrut is backed by Lightspeed Ventures, MassMutual Ventures and Endiya Partners, along with prominent angels from the global SaaS community.

Overview of the Job Profile

Business/ Customer Success Analyst will play a key role in driving Customer Success by nurturing customers in our rapidly growing business. The mission of Scrut Automation's Customer Success team is to transform our customer's compliance journey.

Responsibilities

● Own Customer Life Cycle & Account Management – from Sales Handover, Oversee & Ensure smooth on-boarding, Consistent Engagement with(MBRs and QBRs) building a Relationship of Trust & Transparency.

● Onboard customers with Integration support and drive adoption of the product.

● Represent the voice of the customer and influence the product development roadmap.

● Empathise with every aspect of the customer experience, putting customer's needs first.

● Rely heavily on data and analytics to identify customers at risk and engage proactively to mitigate churn risk.

● Track programs to move towards Perfect 10 (10 on a scale of 10 in customer satisfaction) and to establish new capability.

● Become a product expert on Scrut Automation and how our platform can be used to improve security posture through our standard offerings (SOC2, ISO27001, PCI DSS, HIPAA, CCPA and GDPR).

Requirements

● Bachelor's degree in Business, Operations Management or a related field.

● Have 2-5 years of experience in Customer Success or Account Management at a SaaS company.

● Have experience in the cybersecurity or compliance industry.

● Have clear and thoughtful communication skills, with a strong critical thinking ability.

● Problem-solving ability and customer-centric outlook.

● Be comfortable with talking through technical concepts with a technical audience.

● Have a keen ability to multitask.

● Have an outstanding work ethic and know when/how to ask for help when you need it.

Why should this job excite you?

● Opportunity to make an early impact on one of the most promising, high-growth SaaS startups in India.

● A high-performing action-oriented team.

● Immense exposure to the founders and the leadership.

● Opportunity to shape the future of B2B SaaS Customer Success with YOUR innovative ideas.

● The competitive compensation package, benefits, and employee-friendly work culture.

Note: Due to a high volume of applications, only the shortlisted candidates will be contacted by the HR team. We appreciate your interest and effort.

Job Description

Modules: Global HR, Absence Management, Payroll, Talent management, Goals and performance Management.

Skills: functional/configuration skill in both EBS HRMS & Fusion HCM modules

• To design, develop and implement software applications and systems based on users' needs. 
• Understand and analyze the technical specifications and suggest code optimization ideas. 
• Fill timesheets and complete invoicing process on or before the deadline.
• Interact with customers on a need basis and flag any requirements or issues raised by the customer to seniors in the team. 
• Develop software code as per specifications, by understanding customer requirements. 
• Track open tickets/ incidents in the queue and allocate tickets to resources. 
• Constantly review if there is a better way of doing things, which may help with economizing time or money or deliver better to the customer. 
• Adhere to the quality process ¿ update the defect logs, and test scripts, and comply with quality processes and timelines. 
• Perform self-code reviews as per standards. 
• Develop project consolidated status reports and perform all activities related to re-usage, accuracy and efficiency.
• Work alongside others, deliver own goals, and support team members in meeting theirs, thereby contributing to the overall satisfaction of the team. 
• Provide application production support as per process/RACI (Responsible, Accountable, Consulted and Informed) Matrix.

Responsibilities:

• Work with our dynamic team on different projects (products & services) to build high quality mobile application
• Designing and building native mobile applications for Apple’s iOS platform 
• Collaborating with the design team to define app features
• Work on bug fixing and improving application performance
• Publishing application on App Store
• Debug and optimize code for performance and scalability
• Designing and implementing application updates. Turn feedback into custom solutions for client needs
• Create and maintain the technical documentation
• Collaborate with a team to define, design, and ship new features
• Continuously discover, evaluate, and implement new technologies to maximize development efficiency
• Stay up-to-date with the latest iOS technologies and advancements

Skills:

• Strong Knowledge & understanding about SWIFT and Objective C
• Strong Knowledge & understanding of executing projects in Xcode, OOPs concept
• Ability to write clean, maintainable and efficient code
• Familiar working with RESTful APIs, third party libraries and API, cloud message APIs and push notifications
• At least have published and managed 1 app in Appstore
• Knowledge and understanding in Dependency injection tool like dagger or similar
• Knowledge of Hybrid app development platforms will be preferred

Characteristics:

• Good communication skills across all platforms
• Creative mind-set – and the ability to approach a problem creatively
• Highly organized with the ability to work independently in a fast paced team environment
• Ability to work in a team in a transparent and entrepreneurial culture. 
• Self-motivated with initiative to reach challenging targets
• Exceptional attention to detail
• Positivity, focus and a winning mentality allied with kindness
• Curiosity, energy, creativity, and bravery with a strong desire to help to build the o2h culture

As a Graphic Designer, you will be responsible for creating well designed videos (courses) and images to be posted on company’s Ayurveda education business. which will also entail creating various engaging posts for social media channels like Instagram, FB, Pinterest etc.

• Editing full-length courses, ads, compile animation, content, music etc.
• Responsible for the complete packaging of videos (ads, infomercials, demos etc.)
• Catering to the international market (primarily English speaking) with a good understanding of the language
• Working long and hard within a highly disciplined eco-system
• Building a distinctive brand that stands-out amidst a crowd of beauty and wellness products across the globe

Desired Candidate Profile

We are looking for a Public Relations (PR) Specialist to take on full responsibility for creating, planning, and executing public relations strategies in order to maintain and enhance the perception of our company among various internal and external audiences.

• Create PR plans and strategies
• Improve the quality of the company’s voice via different online and offline channels
• Serve as a first contact person for all media queries
• Write press releases, media announcements, speeches and other PR copy
• Prepare presentations for media briefings and other meetings
• Organize and oversee company events such as fairs, open days, seminars, conferences, etc.
• Provide effective crisis management solutions in times of need
• Suggest effective ways of peaceful resolving any internal or external disputes
• Conduct research and analyze public opinion
• Build and maintain targeted media lists, and nurture relationships with key reporters
• Monitor and analyze the effectiveness of PR campaigns and communicate insights to management
• Collaborate with external stakeholders including public affairs offices, consumer organizations, and professional societies 
  
  

Requirements:

• Previous working experience as Public Relations Specialist for 3 years
• Hands-on experience with a variety of different PR campaigns 
• Applicable knowledge in copywriting and editing
• Experience with diverse social media platforms (LinkedIn, Twitter, Instagram, Facebook, etc.)
• Excellent communication, presentation and leadership skills
• Outstanding organizational and time management skills
• Passion for public speaking
• Attention to details
  
  

Position – Principal Architect

Location – Bangalore/Mumbai/Remote

About Us

upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individuals at scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc.

upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

• upGrad was awarded the https://iamaiida.in/index.php">Best Tech for Education by IAMAI for 2018-19
• upGrad was also ranked as one of the https://www.linkedin.com/pulse/linkedin-top-startups-2018-25-most-sought-after-india-linkedin/">LinkedIn Top Startups 2018: The 25 most sought-after startups in India
• upGrad was earlier selected as one of the https://www.fastcompany.com/most-innovative-companies/2017/sectors/india">top ten most innovative companies in India by FastCompany.
• We were also https://www.ft.com/content/9150579a-f24c-11e6-95ee-f14e55513608">covered by the Financial Times along with other disruptors in Ed-Tech
• upGrad is the https://yourstory.com/2017/01/startup-india-learning-program-offers-free-online-entrepreneurship-course/">official education partner for Government of India - Startup India program
• Our program with IIIT B has been ranked https://www.analyticsindiamag.com/top-10-courses-and-training-programs-on-artificial-intelligence-in-india-ranking-2018/">#1 program in the country in the domain of Artificial Intelligence and Machine Learning

About the Role

A highly motivated individual who has experience in architecting end to end web based ecommerce/online/SaaS products and systems; bringing them to production quickly and with high quality. Able to understand expected business results and map architecture to drive business forward. Passionate about building world class solutions.

Role and Responsibilities

• Work with Product Managers and Business to understand business/product requirements and vision.
• Provide a clear architectural vision in line with business and product vision.
• Lead a team of architects, developers, and data engineers to provide platform services to other engineering teams.
• Provide architectural oversight to engineering teams across the organization.
• Hands on design and development of platform services and features owned by self - this is a hands-on coding role.
• Define guidelines for best practices covering design, unit testing, secure coding etc.
• Ensure quality by reviewing design, code, test plans, load test plans etc. as appropriate.
• Work closely with the QA and Support teams to track quality and proactively identify improvement opportunities.
• Work closely with DevOps and IT to ensure highly secure and cost optimized operations in the cloud.
• Grow technical skills in the team - identify skill gaps with plans to address them, participate in hiring, mentor other architects and engineers.
• Support other engineers in resolving complex technical issues as a go-to person.

Skills/Experience

• 12+ years of experience in design and development of ecommerce scale systems and highly scalable SaaS or enterprise products.
• Extensive experience in developing extensible and scalable web applications with
  • Java, Spring Boot, Go
  • Web Services - REST, OAuth, OData
  • Database/Caching - MySQL, Cassandra, MongoDB, Memcached/Redis
  • Queue/Broker services - RabbitMQ/Kafka
  • Microservices architecture via Docker on AWS or Azure.
• Experience with web front end technologies - HTML5, CSS3, JavaScript libraries and frameworks such as jQuery, AngularJS, React, Vue.js, Bootstrap etc.
• Extensive experience with cloud based architectures and how to optimize design for cost.
• Expert level understanding of secure application design practices and a working understanding of cloud infrastructure security.
• Experience with CI/CD processes and design for testability.
• Experience working with big data technologies such as Spark/Storm/Hadoop/Data Lake Architectures is a big plus.
• Action and result-oriented problem-solver who works well both independently and as part of a team; able to foster and develop others' ideas as well as his/her own.
• Ability to organize, prioritize and schedule a high workload and multiple parallel projects efficiently.
• Excellent verbal and written communication with stakeholders in a matrixed environment.
• Long term experience with at least one product from inception to completion and evolution of the product over multiple years.

Qualification

B.Tech/MCA (IT/Computer Science) from a premier institution (IIT/NIT/BITS) and/or a US Master's degree in Computer Science.

Years of Exp – 14+

• Manage sales operations in assigned district to achieve revenue goals.
• Supervise sales team members; the BSMs, on daily basis and provide guidance whenever needed.
• Identify skill gaps and conduct trainings to sales team.
• Work with team to implement new sales techniques to obtain profits.
• Assist in employee recruitment, promotion, retention and termination activities.
• Conduct employee performance evaluation and provide feedback for improvements.
• Contact potential customers and identify new business opportunities.
• Stay abreast with customer needs, market trends and competitors.
• Maintain clear and complete sales reports for management review.
• Build strong relationships with customers for business growth.
• Analyze sales performances and recommend improvements.
• Ensure that sales team follows company policies and procedures at all times.
• Develop promotional programs to increase sales and revenue.
• Plan and coordinate sales activities for assigned projects.

1. Experience: 3-5 Years
2. Scripting: PowerShell and either of ( JavaScript, Python)
3. Kubernetes and docker Hands-On   
4. Good to have either (Azure / AWS ) 
5. Any of DB technologies Hands-ON: No SQL - Admin, COSMOS DB, MONGO DB, Maria DBA  
6. Good to have Analytics knowledge