Sales Counsillor

What is WoCo and why should you join?

WoCo is a go-to HRTech solution for new age and fast-growing businesses, built by a team of innovators, technologists, product scientists, outliers, business leaders and people's people. WoCo is truly poised to lead the People, Payroll and Productivity space with some of the best minds in the industry.

Location

Onsite. Gurugram.

What will you do every day?

We are on the lookout for dynamic individuals in the Customer Success Team who can work closely with clients helping them achieve their Digital Transformation goals.

What do you need to ace your role?

• Business Advisor to our clients working towards achieving their digital transformation goals and success metrics. Ability to manage client relationships and expectations
• Act as a techno-functional consultant and provide recommendations on process
• Goal-oriented and data-driven to actively track performance and drive metrics like CSAT, NPS, Adoption and Usage for clients. Analyze customer data to improve the end-user experience
• Experience with metrics like Net Revenue Retention (Upselling), Churn, Customer References & reviews. Work closely with product, sales and other cross-functional teams, (internal and external) with ease to drive these goals
• Devise engagement plans that consider customer business goals and map product capabilities to achieve these goals
• Support clients during critical HR events like Appraisal, Increments etc.
• Support clients to resolve queries or bugs, as and when required
• Gather feedback on product experience during the entire customer lifecycle via targeted surveys
• Identify prime targets for up-sell/cross-sell and engage Sales team to execute on those opportunities
• Share best practices with clients on how to achieve product success with WoCo
• Identify risks proactively, mitigate and escalate as deemed appropriate
• Passionate about Customer Experience and ability to be the customer's voice in guiding the Product Roadmap
• Excellent communication and presentation skills.
• Excellent relationship-building skills
• Be a cultural champion and energy driver

Requirements

• 2-4 years of experience in Customer Success in SaaS
• Exceptional communication and presentation skills, coupled with excellent listening skills
• Analytical and data-driven with ability to work with multiple stakeholders
• Demonstration of good product and consumer thinking during his/her career
• Hands-on and a quick learner. Comfortable with learning new technology
• Basic tech skills especially knowledge of python, Power BI will be a plus
• This role provides you access to PII for which you will abide to follow secure data handling practices to safeguard and protect such data.
• We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.

Core Focus:

• Operate with a full DevOps mindset, owning the software lifecycle from development through production support.
• Participate in Agile ceremonies and global team collaboration, including on-call support.

Mandatory/Strong Technical Skills (6–8+ years of relevant experience required):

• Java: 4.5 to 6.5 years experience
• AWS: Strong knowledge and working experience with Cloud technologies minimum 2 years.
• Kafka: 2 years of Strong knowledge and working experience with data integration technologies
• Databases: Experience with SQL/NoSQL databases (e.g., Postgres, MongoDB).

Other Key Technologies & Practices:

• Python, Spring Boot, and API-based system design.
• Containers/Orchestration (Kubernetes).
• CI/CD tools (Gitlab, Splunk, Datadog).
• Familiarity with Terraform and Airflow.
• Experience in Agile methodology (Jira, Confluence).

We are looking for an Android Developer who possesses a passion for pushing mobile technologies to the limits. This Android app developer will work with our team of talented engineers to design and build the next generation of our mobile applications. Android programming works closely with other app development and technical teams.
Responsibilities

• Design and build advanced applications for the Android platform
• Collaborate with cross-functional teams to define, design, and ship new features
• Work with outside data sources and APIs
• Unit-test code for robustness, including edge cases, usability, and general reliability
• Work on bug fixing and improving application performance
• Continuously discover, evaluate, and implement new technologies to maximize development efficiency

• Bachelors/ Masters degree in computer science, Engineering or a related subject
• Minimum of 5 years of work experience in mobile application development
• Proficiency in Problem Solving, Data Structures, and Algorithms
• Strong knowledge of design concepts and constraints on mobile platforms
• Proficiency in Java/ Android/ Excellent in Kotlin & Flutter language
• Demonstrable experience building excellent mobile apps that are currently in Google PlayStore
• MVP/ MVVM architecture
• Firebase services
• Local databases (SQLite, firebase DB)/ORM (Green DAO, Room)
• Experience with a scalable architecture, while maintaining a hands-on role with code development
• Excellent teamwork skills, flexibility, and ability to handle multiple tasks
• Excellent analytical, problem-solving skills and Setting & following targets and timelines
• High proficiency in Android frameworks and core components
• Bug fixing

Manages the overall support team by leading and guiding them to handle support issue resolution within defined timelines to ensure continuous business operations

Key responsibilities

• Defines and owns the end to end production support process for our applications
• Takes accountability for issue resolution within defined SLAs
• Obsesses about system quality and customer experience
• Establishes a culture of doing detailed RCAs to get to the bottom of every issue
• Partners with development teams (internal and external) to prioritize issues
• Partners with infrastructure team for infra planning based on projected production load
• Tracks issues through to closure with development teams and customers Internal Use--Confidential
• Takes actions to prevent issues from recurring
• Earns trust of the users dependent on production support
• Maintains knowledge bases for issue management
• Communicates with organizational leadership on issues, statuses, and performance against KPIs
• Hires and operates a high–performing team

KPIs

• # of reported issues
• # of open issues
• MTTR
• SLA compliance
• % of incident reduction based on permanent fixes/automation/utilities
• Customer satisfaction score

High Level Scope of Work :

• Work with AI / Analytics team to priorities MACHINE LEARNING Identified USE CASES for Development and Rollout
• Meet and understand current retail / Marketing Requirements and how AI/ML solution will address and automate the decision process.
• Develop AI/ML Programs using DATAIKU Solution & Python or open source tech with focus to deliver high Quality and accurate ML prediction Model
• Gather additional and external data sources to support the AI/ML Model as desired .
• Support the ML Model and FINE TUNEit to ensure high accuracy all the time.
• Example of use cases (Customer Segmentation , Product Recommendation, Price Optimization, Retail Customer Personalization Offers, Next Best Location for Business Est, CCTV Computer Vision, NLP and Voice Recognition Solutions)

Required technology expertise :

• Deep Knowledge & Understanding on MACHINE LEARNING ALGORITHMS (Supervised / Unsupervised Learning / Deep Learning Models)
• Hands on EXP for at least 5+ years with PYTHON and R STATISTICS PROGRAMMING Languages
• Strong Database Development knowledge using SQL and PL/SQL
• Must have EXP using Commercial Data Science Solution particularly DATAIKU and (Altryx, SAS, Azure ML, Google ML, Oracle ML is a plus)
• Strong hands on EXP with BIG DATA Solution Architecture and Optimization for AI/ML Workload.
• Data Analytics and BI Tools Hand on EXP particularly (Oracle OBIEE and Power BI)
• Have implemented and Developed at least 3 successful AI/ML Projects with tangible Business Outcomes In retail Focused Industry
• Have at least 5+ Years EXP in Retail Industry and Customer Focus Business.
• Ability to communicate with Business Owner & stakeholders to understand their current issues and provide MACHINE LEARNING Solution accordingly.

Qualifications

• Bachelor Degree or Master Degree in Data Science, Artificial Intelligent, Computer Science
• Certified as DATA SCIENTIST or MACHINE LEARNING Expert.

We are looking for highly motivated engineers with the following skillset-

• Engineering degree in Computer science or ECE or MCA is a must
• In-depth knowledge of PHP, HTML5, CSS, jQuery, JavaScript, AJAX
• Experience using PHP frameworks such as Laravel, Symfony, Zend, etc. - any 1 is required
• VueJS, AngularJS, ReactJS - knowledge of any 1 is required
• Between 1-5 years of work experience is required
• Very strong data structure and algorithm knowledge
• Ideal candidate would be a very strong developer with great coding skills
• Good English communication skills
• Willingness to work on multiple projects simultaneously
• Ability to work through ambiguous requirements and come up with a clear scope and problem statement
• If you have any live projects portfolio or GitHub handle please share them
• Office is in Fairlie place (Dalhousie), Kolkata 700 001