senior CRM Executive

The Inside Sales Specialist is a key player in our organization, responsible for nurturing existing client relationships and creating new ones. This role involves converting pre-qualified leads, upselling, and ensuring an exceptional customer experience.

Responsibilities:

• Source Opportunities: Identify new sales prospects through inbound lead follow-up, outbound cold calls, and emails.
• Understand Customer Needs: Listen to customer requirements and understand their needs and preferences.
• Route Qualified Opportunities: Pass qualified leads to the appropriate sales executives for further development and closure.
• Achieve Quotas: Close sales deals and meet quarterly targets.
• Research and Identify Key Players: Understand the client landscape, identify decision-makers, and generate interest.
• Maintain Prospect Database: Keep your database of prospects up-to-date within your assigned territory.
• Collaborate with Channel Partners: Work closely with channel partners to build a strong sales pipeline and close deals.
• Conduct Effective Online Demos: Showcase our products/services to potential clients.

Requirements:

• Proven Inside Sales Experience: Demonstrated success in inside sales.
• Strong Phone Presence: Comfortable making numerous calls daily.
• Proficiency with CRM Tools: Familiarity with Salesforce.com or similar CRM systems.
• Excellent Communication Skills: Both verbal and written.
• Effective Listening and Presentation Skills: Ability to understand client needs and present solutions.
• Time Management and Multitasking: Prioritize tasks effectively.
• Bachelor’s Degree or Equivalent: Educational background in business or related field.

Why Join Us?

• Be part of a dynamic team in the engineering industry.
• Opportunity to make a significant impact on our growth.
• Collaborate with channel partners and contribute to our success.

If you’re passionate about sales, building relationships, and contributing to an engineering company’s success, we’d love to hear from you! Apply now and let’s create something great together!

Position Responsibilities

●      Answer technical support phone calls on software/hardware.

●      Respond in writing via email to cases entered into an online self service portal.

●      Gather and document all information pertaining to a customer issue into a case ticket, respond to new cases within established timeframes, manage caseload and provide updates to customers with open cases, effectively troubleshoot assigned cases and identify those that need escalation to Senior Analysts.

●      Accurate gathering of data, should a call not be resolved during the initial phone call, it is imperative that the case have the entire details of the issue and suggested recommendations for resolution. If a caller requires additional support of the issue, all pertinent information should be captured for the next analyst.

●      Escalates design, reliability, and maintenance problems to the Technical Support Team Lead / Product Manager.

●      Being proactive and taking the initiative are keys to success. Utilization of slow business periods to train on software functions identified by the Technical Support Team Lead is essential.

●      Follows internal escalation path, involving other departments when needed, documenting each call for ease of escalation.

●      Periodic Installation and Training of software/hardware for clients via remote connection.

Position Requirements

●      Able to work patiently with end-users of both a technical and non-technical background.

●      Strong team player and solution oriented.

●      Ability to negotiate alternatives, know when to escalate a problem, or when to ask for assistance in dealing with the various problems reported.

●      Strong English communications skills, both verbal and written. Must communicate effectively and establish customer rapport quickly while complying with established support processes and procedures.

Knowledge and Skill Requirements

●      Proficiency with Microsoft Windows Operating Systems: 7, Server 2003, Server 2008, Server 10, 11 (x32 & x64)

●      Basic Working knowledge of PC networking, including Network+

●      Familiarity with PC remote control software.

●      Familiarity with google workspace, including docs, sheets, gmail

●      Good analytical problem solving skills.

●      Experience with the standard MS Office suite, including MS Word, Excel and Access.

●      Experience with iPadOS, iOS, MacOS, Android

About Us:

Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a helpdesk designed to meet the needs of any industry. At Kapture, we believe that daily customer operations should be made simple and efficient to meet up with all the endless demands of customers.

Kapture is the preferred choice of leading brands including Nykaa, Meesho, Bigbasket, Unilever, Zepto, Ajio, Netmeds, Jio, Prestige and many others to build a world-class customer support ecosystem. Kapture Cx is headquartered in Bangalore and we have offices in Mumbai, Delhi/NCR and Florida. Our channel Partner network spans across 12 countries and powers 500+ businesses globally to automate their sales and support.

Position Overview:

We are seeking a highly skilled and experienced Project Manager / Implementation Manager to lead and oversee the successful implementation of our SaaS CRM solution for our B2B customers. As a Project Manager, you will be responsible for managing all aspects of the implementation process, including team handling and people management, to ensure projects are delivered on time, within budget, and to the highest level of customer satisfaction.

Key Skills:

• 5+ years of experience in an IT services / Software product company with B2B SAAS implementation. 
• Strong project management skills with a proven track record of successfully managing complex software implementation projects, preferably in the SaaS CRM domain.
• Excellent leadership abilities to effectively manage and motivate cross-functional teams throughout the implementation lifecycle, including team handling and people management experience.
• In-depth knowledge and understanding of B2B customer needs and challenges related to CRM systems.
• Proficient in utilizing project management tools and methodologies to plan, track, and report on project progress.
• Exceptional communication and interpersonal skills to collaborate with customers, stakeholders, and internal teams, ensuring clear and consistent communication throughout the implementation process.
• Analytical and problem-solving skills to identify and address project risks and issues proactively.
• Strong customer focus with the ability to build strong relationships, understand customer requirements, and deliver solutions that meet customer expectations.

Key Responsibilities:

1. Lead and manage end-to-end implementation projects of our SaaS CRM solution for B2B customers, ensuring successful delivery within scope, schedule, and budget.
2. Build and manage a high-performing implementation team, providing guidance, support, and mentorship to team members, and fostering a collaborative and productive work environment.
3. Collaborate with sales and pre-sales teams to understand customer requirements and create project implementation plans that align with customer expectations and business objectives.
4. Develop and maintain project schedules, work breakdown structures, and resource allocation plans to effectively manage project timelines and resources, including team members' workloads and assignments.
5. Define project deliverables, milestones, and success criteria, and monitor progress against these throughout the implementation process.
6. Manage project risks and issues, proactively identify potential obstacles and implement mitigation strategies to ensure successful project outcomes.
7. Coordinate and communicate with cross-functional teams, including development, testing, quality assurance, and customer support, to ensure seamless integration and alignment during the implementation process.
8. Conduct regular project status meetings, providing updates to stakeholders and customers on project progress, risks, and issues.
9. Ensure a high level of customer satisfaction by managing customer expectations, addressing concerns, and providing timely and effective solutions.
10. Contribute to the continuous improvement of implementation processes, tools, and methodologies, identifying opportunities to enhance efficiency and effectiveness.

Job Description:

• Responsible for helping in data preparation and data pull
• Should be able to cut and slice data to extract interesting insights from the data
• Work closely with cross-functional teams, TPMs & PMs to execute deliverables
• Identify key requirements needed from cross-functional teams and external vendors
• Accountable for delivering against established business goals/objectives
• Analyse, evaluate, and overcome program risks, and produce program reports for senior management and stakeholders
• Working on strategy development to enhance user experience
• Work with development teams to learn existing projects and different use cases.
• Hands-on experience in Excel & MS Office - Expert, SQL will be preferred

Technical Skills:

• Sales & acquisition experience, Customer Service, Customer Relationship, Relationship Management
• Be self-driven, and show the ability to deliver on ambiguous projects with incomplete data

Desired Skills:

• An ability and interest in working in a fast-paced, ambiguous, and rapidly changing environment
• Should have worked on Business Projects for an organization, Ex: customer acquisition, and customer retention.

1-3 Years’ experience (maximum 3 years) in Business Analyst/Program Manager/Project Manager role having good knowledge of SQL, Excel, and MS Office

Requirements:

• Educational Qualification: BCS, MCS, BCA, MCA or equivalent degree in trade/commerce stream with domain knowledge in indirect taxation. 
• Prior work experience in tax software solution or tax advisory companies preferred.
• Ability to effectively service large portfolio of customers
• Excellence in Interpersonal Skills with strong command on spoken and written communication skills
• Ability to thrive in a multi-tasking environment

Roles and Responsibilities:

• Guide a team of customer support associates on customer issue investigation and resolution by applying understanding of GST compliance requirements, GSTN APIs, Eway Bill APIs and E-Invoicing APIs etc.
•   Logging and keeping records of customer/employee queries
• Analysing call logs so you can spot common trends and underlying problems, to guide support team
• Updating self-help documents or preparing FAQ’s, to build knowledge base of support team on issues raised by ASP Partners and Corporates.
• Ensure timely response to customers with accurate guidance for issue resolution, by measuring the performance of support team on response SLA and quality of response.
• Manage ongoing interaction with key client relationships to build the relationship to level of being the preferred and only service provider for GST compliance requirements.
• Manage monthly billing operations across customer portfolio – including a good control on receivable ageing and reporting to management on realization delays which require management intervention.
• Manage regular interaction with GST Network for customer issues. Build a strong relationship with GST Network to achieve quicker turnaround from GSTN on deliverables.
• Keep a close watch on any updates from GSTN and/or the ASP-GSP ecosystem, to convey relevant updates to our customer portfolio. 

• Coordinate and manage all marketing, advertising and promotional activities of the clients.
• Brief the creative team about the client requirements, and get the job done as per the company’s standard & client’s brief.
• Work on market research to determine market requirements for existing and future prospects/clients.
• Maintain cordial relation with different media individuals
• Meet clients on a regular basis to understand their business and requirement.
• Make sure that the client receives all the material as per the committed timelines. Marketing ideas for general & Social Media Platforms.
• Manage the workflow and come up with solutions to execute jobs as per deadlines.
• Being proactive in suggesting new ideas to clients.
• Reports and Presentations would be needed on a monthly basis.
• Create presentations for a new client pitch or big promotions.

A Technical Project Manager is responsible for providing project planning and management for established initiatives on behalf of company with all publisher partners. He/She will  ensure that projects are managed and completed to specification, within an established time frame. He/She will represent company as expert regarding technology concerns raised by partners. Individuals who work well in a collaborative environment and pay meticulous attention to detail tend to excel in the position of Technical Project Manager. Preferably have experience of working with SSP/ DSP.
 

Responsibilities
• Support Manager/Director in owning and developing strong relationships with the partners and key stakeholders at all levels
• Manage partner onboarding and implementation process including product, channel and partner activation, campaign launches, and ad-hoc projects
• Coordinate resource management and allocation and control activities across teams to ensure projects are delivered on-time and on budget
• Serve as the main point of contact for delivery and activation questions from the partner and issue resolution as needed. (i.e. communication and expectation setting, raising tickets)
• Understand and communicate relevant new products, features, and capabilities as they become available and ensure successful deployment and activation with your partners
• Lead Client Training (facilitating training programs, if required along with Directors)

Qualifications

• Bachelor’s degree
• 4+ years of work experience
• Understanding of adtech platforms and ideally have had hands on exposure with a DSP & SSP
• Experience with marketing campaign design, campaign management, and analysis preferred
• Diligent work ethic. Must be self-motivated and able to take the initiative to get the job done
• Collaborative mindset - able to partner with partners externally
• Strong customer facing communication skills, both written and verbal