Project/Implementation Manager

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

1. Design/Build engaging solution engineering designs for pre-sales engagements
2. Custom configure the Certa platform per client specification on demand
3. Build and streamline solution configuration processes with a focus on reusability using Certa’s proprietary coding studio leveraging JSON, XML and proprietary configuration engine
4. Understand client pain points and translate them to product requirements
5. Deliver ultra-responsive support to sales team for Direct and Alliances channels
6. Build team and lead efforts to implement very complex business rules in a demanding and exacting fast-paced environment
7. 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
8. Serve as liaison between sales, engineering, technology, product and clients
9. 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

1. Associate or Bachelor’s degree in Engineering or Science or Commerce
2. Coding experience and debugging are a must
3. Self-learning and inherently curious behavior traits
4. Comfortable in a fast-moving dynamic environment
5. Hands-on, get-it-done attitude
6. Independent operator capable of taking limited direction and applying the best course of action
7. 2+ year’s experience in leading technical and engineering resources
8. Proven track record of working in a customer-facing role
9. Possess advanced knowledge of no-code applications, advanced business rules engines, business intelligence and reporting tools, techniques and algorithm
10. Experience working with, and managing, stakeholders and customers
11. A high level of accuracy and attention to detail is required
12. Excellent communication and interpersonal skills
13. Willingness to work with complex, multi-divisional, multi-geographical customers
14. Ability to create structure in ambiguous situations and design effective processes
15. Design and build APIs to drive existing and new features for a web-based application

Required Technical Skills

1. Modern programming languages (e.g., Java, Javascript, Python)
2. Business Intelligence and reporting software 
3. Process Documentation and Data Visualization 
4. Development & management methodologies including Scrum, Agile, Kanban, and Jira
5. UI/UX experience, ability to work with designers/analytics
6. Well-versed with ERP & BSM systems such as Oracle NetSuite & Coupa 
7. 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

• 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.

• 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:

1. Bachelors degree from Top institutes. MBA preferred
2. Excellent organization and project management capability
3. 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
4. Self started, self motivated, flexible and results driven
5. Experience using CRM tools

Preferred knowledge/skills:

1. Experience in Cybersecurity and understanding of network fundamentals. Good understanding of IT and Network Security fundamentals such as Firewalls, Proxies, and Web Security Gateways.
2. Experience working/leading teams in customer success functions for SaaS products.
3. Experience with Product Delivery Lifecycle