As the Implementation Lead/Manager, you will be at the forefront of ensuring a seamless onboarding experience for our clients. You will play a critical role in understanding client needs, managing project timelines, and collaborating with cross-functional teams to deliver a high-quality onboarding experience.
Key Responsibilities:
- Client Onboarding:
Lead end-to-end implementation projects, ensuring a smooth transition from the sales phase to successful system deployment.
Collaborate with sales and account management teams to understand client requirements and expectations.
- Project Planning:
Develop and execute detailed project plans, outlining tasks, milestones, and deliverables. Define project scope, objectives, and success criteria in collaboration with clients.
- Stakeholder Collaboration:
Work closely with internal teams, including product development, support, and training, to ensure coordinated efforts in meeting client needs. Serve as the primary point of contact for clients during the implementation phase.
- Configuration and Customization:
Oversee the configuration of HR Tech SAAS solutions to meet client-specific requirements. Coordinate with the technical team to ensure proper customization and integration of the system.
- Training and Support:
Conduct training sessions for client teams to ensure effective utilization of the HR Tech SAAS products. Provide ongoing support during and after the implementation phase to address client inquiries and issues.
- Quality Assurance:
Implement quality assurance processes to verify that the configured solutions meet client expectations. Conduct thorough testing and validation of system functionalities.
- Communication:
Maintain clear and regular communication with clients, updating them on project progress, timelines, and any potential challenges. Manage expectations and address concerns promptly to ensure a positive client experience.
- Documentation:
Create and maintain comprehensive documentation related to the implementation process, configurations, and client-specific details.
Develop user manuals and guides as needed.
- Post-Implementation Review:
Conduct post-implementation reviews to gather feedback, assess project success, and identify areas for improvement. Collaborate with product development teams to relay client feedback for future enhancements.
You are a desired candidate if you have:
- Proven experience in leading successful implementations of HR Tech SAAS solutions.
- Strong project management skills with the ability to manage multiple client implementations simultaneously.
- In-depth understanding of HR processes and workflows.
- Technical acumen, including familiarity with system configurations and integrations.
- Excellent communication and interpersonal skills, with the ability to build strong client relationships.
- Problem-solving mindset and the ability to navigate complex client requirements.
- Knowledge of quality assurance processes and testing methodologies.
- Training experience, including the development and delivery of training programs.
- Detail-oriented with a focus on delivering high-quality solutions on time.
About Keka
Keka has become the fastest growing HR and Payroll platform in India within 18 months of its launch. With a team of deep conviction and a passion for improving employee experience, we are the fastest growing HR Tech SaaS product in India. We are 100% bootstrapped David that continues to outsmart the well funded Goliath's.
Similar jobs
Roles & Responsibilities:
- Responsible for the implementation and support for Safetrax tool for large corporates and fleet partners
- Act as single point contact for all client queries.
- Serve as a primary point-of-contact for Client satisfaction and act as the liaison between the clients, sales and other functional groups.
- Managing the entire show of Account Management and supporting clients.
- Owning the long term as well as the short-term growth strategy of the account(s).
- Participate in internal planning activities to develop schedules and align resources for projects and support activities.
- Showcasing a consulting mindset by acting as a solution provider rather than an order taker.
- Find opportunities to bring in automation/orchestration in order to enhance client service experience.
- Respond to queries from potential and existing customers, communicate Safetrax's value proposition and negotiate deals successfully.
- Understand client needs and address within defined TAT
Knowledge & Experience:
- Bachelor's degree and demonstrated prior Account/Service Management experience.
- Information Technology experience
- Strong written and oral communication skills.
- Strong Microsoft Office skills (Excel, PowerPoint )
- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
- Understand technical risks and supportability parameters
- Strong decision-making skills.
- The ability to analyse, think innovatively, adapt and drive new best practices.
- The ability to farm the account through relationship management.
Job Details
- Design/Build engaging solution engineering designs for pre-sales engagements
- Custom configure the Certa platform per client specification on demand
- Build and streamline solution configuration processes with a focus on reusability using Certa’s proprietary coding studio leveraging JSON, XML and proprietary configuration engine
- Understand client pain points and translate them to product requirements
- Deliver ultra-responsive support to sales team for Direct and Alliances channels
- Build team and lead efforts to implement very complex business rules in a demanding and exacting fast-paced environment
- 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
- Serve as liaison between sales, engineering, technology, product and clients
- 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
- Associate or Bachelor’s degree in Engineering or Science or Commerce
- Coding experience and debugging are a must
- Self-learning and inherently curious behavior traits
- Comfortable in a fast-moving dynamic environment
- Hands-on, get-it-done attitude
- Independent operator capable of taking limited direction and applying the best course of action
- 2+ year’s experience in leading technical and engineering resources
- Proven track record of working in a customer-facing role
- Possess advanced knowledge of no-code applications, advanced business rules engines, business intelligence and reporting tools, techniques and algorithm
- Experience working with, and managing, stakeholders and customers
- A high level of accuracy and attention to detail is required
- Excellent communication and interpersonal skills
- Willingness to work with complex, multi-divisional, multi-geographical customers
- Ability to create structure in ambiguous situations and design effective processes
- Design and build APIs to drive existing and new features for a web-based application
Required Technical Skills
- Modern programming languages (e.g., Java, Javascript, Python)
- Business Intelligence and reporting software
- Process Documentation and Data Visualization
- Development & management methodologies including Scrum, Agile, Kanban, and Jira
- UI/UX experience, ability to work with designers/analytics
- Well-versed with ERP & BSM systems such as Oracle NetSuite & Coupa
- Soap/Rest API Integration
Customer Success Executive Responsibilities:
- Visit & Manage client site.
- Sustain business growth and profitability by maximizing value.
- Provide assistance for using our product properly.
- Hold product demonstrations for customers.
- Verify whether the process is functioning properly.
- Handle and resolve customer requests and complaints.
- Minimize customer churn.
Customer Success Executive Requirements:
- Communications or marketing degree.
- Highly organized and able to multi-task.
- Self-driven and proactive nature.
- Excellent communication and interpersonal skills.
- Demonstrate leadership qualities.
- High computer literacy and ability to learn new software.
- Knowledge of customer success processes.
- Experience in document creation.
- Patient and active listener.
- Passion for service.
Why work for Flowace?
- Opportunity to grow the product 100x as the product is of world-class standards
- Freedom and flexibility to be a real leader, to ideate and implement strategies in real-time, without wasting time waiting for approvals
- Very healthy work environment and work-life balance
- Extremely collaborative and helpful team members to work with
- Employee engagement programs such as Fun Fridays, Wellness, and Community Building
- 5 days of hungry hustling and 2 days of absolute rejuvenation every week
- Once the DNA of Flowace goes into the blood, it will serve the candidate very well for his/her entire career and life, irrespective of how long he/she works at Flowace
Company Website - https://flowace.in/" target="_blank">https://flowace.in/
- Should have handled Voice | Chat | Email audits for a team of 15 to 20 advisors
- Ensure coaching & feedback is done for team members to improve overall customer experience
- Should have an eye for detail & report non-compliance in audit findings
- Good command in MS Excel
Vyapar is a business accounting software (android and windows) that simplifies the process of
managing a business for millions of Indian MSMEs. The software allows users to create business transactions, share them with their customers, manage their inventory, keep track of their receivable/payable and manage end-to-end taxation.
Who uses Vyapar?
Vyapar is used by almost every type of business in India, be it retailers, distributors, Wholesalers, Manufacturers or Service Professionals. The horizontal approach towards building Vyapar allows every business to fit it into our Use case and manage it efficiently. From a small garage service center to a multi-outlet grocery store, Vyapar is
built for and used by almost the entire breadth of business types in India. As far as numbers go, Vyapar has been installed by almost 1 crore businessmen across the country
What is the role about?
Job Description:
Conduct regular Call audits for the Agents.
Create quality measurements to track improvement in Agents.
Execute quality improvement activities.
Adhere to support quality and standards.
Ensure Services meet customer expectations and demand
Reports creation and documenting agent’s performance.
Work closely with the team to improve calling standards.
Education and Experience
Min- 12th Pass
Proficient in relevant computer applications
Required language proficiency, especially Hindi and English
Good Communication
Key Competencies and Skills
Strong problem-solving abilities in technical and accounting basics.
Patience/ Soft Skills
Diligence
Problem analysis and problem-solving
Team player with the ability to work with minimal supervision
- 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.
Are you looking for a long-term and full-time remote role where you can work with US-based companies? Read on!
What is Wishup?
Wishup is India's leading remote employee platform helping US-based businesses in building highly efficient remote teams. Wishup was founded in 2015 by IITM & IIMA alumni and is backed by marquee investors like Orios Venture Partners, Inflection Point Ventures, Tracxn capital, and Mato Peric.
We are witnessing phenomenal month-on-month growth and stand at a cusp of a revolution in the remote workforce industry. This is your chance to be a part of the revolution - we are inviting applications for our most in-demand position of Online Business Manager.
Job Profile:
- An Online Business Manager at Wishup is a remote full-time employee that works for and
is trained by Wishup, and is deployed to engage with one or more US-based clients.
- The role is remote and full-time (not a freelancing assignment)
- The role would require working in the US time zone
What's in it for you?
- International exposure: You’ll get to interact and build relationships with the smartest global founders and CXOs working on cutting-edge ideas
- No hassle of US visa application; since it’s remote working
- Constant upskilling to maintain market relevance: We provide up to 4 weeks of training
during onboarding in all the latest industry tools and practices
- Stable full-time remote job in a company that has been fully remote for over 5 years: work
from home (or anywhere), forever!
- Scope of rapid growth based on bi-annual appraisals
- A healthy work-life balance
Roles & Responsibilities:
As an Online Business Manager, you will work closely with one or more clients on either one or all of the following tasks:
- Ecommerce Assistance (Amazon Seller/Shopify)
- Project Management
- Advanced Excel and MIS Reporting
- CRM and Lead Management
- Online Research
- Lead Generation
- Executive Assistance (Itinerary Planning, Calendar Management, Inbox Management, etc.)
You're a great fit if you have:
- At least 2 years of full-time employment experience
- A stable career employment track record
- Impeccable written and spoken English
- An aptitude for mathematics and logic
- A solid experience in resolving work-conflict situations
- High-speed internet connection
- Laptop with an integrated camera and a pair of headphones
- Distraction-free workspace with zero external interference
- Ability to work with US time zones
- Mon-Fri, 6:30 p.m. - 3:30 a.m. IST
- Mon-Fri, 9:30 p.m. - 6:30 a.m. IST
https://www.glassdoor.co.in/Reviews/Wishup-Reviews-E1511572.htm?filter.iso3Language=eNg" target="_blank">https://www.glassdoor.co.in/
Social Media Links:
LinkedIn - https://www.linkedin.com/company/wishup-services/" target="_blank">https://www.linkedin.com/
Facebook - https://www.facebook.com/wishupnow/" target="_blank">https://www.facebook.com/
Twitter - https://twitter.com/wishupnow" target="_blank">https://twitter.com/wishupnow
Instagram - https://www.instagram.com/wishupnow/" target="_blank">https://www.instagram.com/
https://www.youtube.com/watch?v=6Uolgas0Uj4" target="_blank">https://www.youtube.com/watch?
https://www.youtube.com/watch?v=qHPMod_jzmA" target="_blank">https://www.youtube.com/watch?
- Managing a team of representatives offering customer support.
- Overseeing the customer service process.
- Should be able to resolve queries over the calls or have experience in Outbound or Inbound process.
- Good to have experience in Service/Product Support.
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:
- Bachelors degree from Top institutes. MBA preferred
- Excellent organization and project management capability
- 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
- Self started, self motivated, flexible and results driven
- Experience using CRM tools
Preferred knowledge/skills:
- Experience in Cybersecurity and understanding of network fundamentals. Good understanding of IT and Network Security fundamentals such as Firewalls, Proxies, and Web Security Gateways.
- Experience working/leading teams in customer success functions for SaaS products.
- Experience with Product Delivery Lifecycle