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Job Summary:

We are seeking a highly skilled and experienced Customer Success Manager to build and lead our team of agents based in India. The Customer Success Manager will be responsible for building a high-performing team to ensure that our customers receive high-quality support for Monarch products over chat and phone. The primary goal of this role is to ensure high customer satisfaction and timely resolution of issues, while also empowering our customers to self-service their issues first.

Responsibilities:

• Staff and properly resource a 24/7 support organization that is available globally to meet Monarch customer needs.
• Set performance goals for the team and ensure that they are met or exceeded.
• Define and implement a scalable support model to accommodate growth and changing customer needs.
• Develop and maintain customer service procedures, policies, and standards to ensure consistency and quality of service.
• Continuously improve the support process, tools, and resources to ensure efficiency and effectiveness.
• Own the Key Performance Indicators (KPIs) for customer support and regularly report on performance against these metrics.
• Empower customers to self-service resolve their issues by providing them with the necessary resources and guidance.
• Train and coach agents on effective communication and problem-solving techniques to improve their performance.
• Build and maintain strong relationships with customers to ensure loyalty and retention.
• Collaborate with cross-functional teams, including Engineering, Product Management, Service, Delivery Operations, Manufacturing, and 3rd Party Dealers, to identify and resolve customer issues.
• Manage and maintain a positive and supportive team culture, encouraging collaboration and accountability.

Qualifications:

• Bachelor's degree in business, management, or a related field.
• Minimum of 5 years of experience in customer support or related fields.
• Experience building and managing a team of agents in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Strong analytical skills with the ability to analyze data, identify trends, and develop insights.
• Proficient in using customer support tools such as Zendesk, Freshdesk, or similar.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Knowledge of Agriculture Products and Farming is a plus.
• Knowledge of the Monarch product line or similar technical field is a plus.
• Flexibility to work in different time zones.

Responsible for end to end ownership of project deliverables and regular interactions with the clients to provide project status updates Work on the estimations for a given project Identify the risks and provide a mitigation plan promptly Responsible for generating reports, invoice and billing People responsibilities include ensuring optimal retention of talent and improving the performance of team members through continuous feedback Timely reporting of the projects to the client and management

Responsibilities include:

• Coordination and completion of projects on time within budget and scope. 
• Oversee all aspects of projects. Set deadlines, assign responsibilities, and monitor, and summarize the progress of the project. 
• Prepare reports for clients and internal stakeholders regarding the status of the project. 
• Work on the estimations for a given project. 
• Identify the risks and provide a mitigation plan promptly. 
• Generation of reports, invoices, and billing. 
• People's Management includes ensuring optimal retention of talent and improving the performance of team members through continuous feedback.
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Experience and Expertise: 

• Overall 7-12 years of experience and at least 4 years of project delivery management experience. 
• Should have worked on SaaS products and have experience in handling a team (at least 10-15). 
• Sound knowledge of SDLC, and quality process with respect to delivery management.
• Experience in Mobile application development and programming knowledge is a plus.
• Good presentation skills, Excellent verbal and written communication skills, and the ability to interact with customers at all levels

Expected Scope of work / Responsibilities:

Support as process expert for designing the process template in managing the SAP projects

General Requirements:

•    Implementation Experience: Minimum of two end-to-end SAP EWM implementations.

•    Support Experience: At least two projects involving post-go-live support or full-time support roles.

•    Rollout Experience: Understanding of template rollout methodologies.

•    Integration & Interface Expertise: Hands-on experience with IDOCs, CIF, RFC for setup and issue resolution.

•    Solution Design: Ability to translate customer requirements into EWM solutions effectively.

Technical Expertise (6–10 years):

•    EWM Versions: Experience in SAP EWM 9.5 and S/4HANA Embedded EWM, with at least one year in S/4HANA.

•    Functional Specifications: Ability to prepare Functional Specs for EWM developments.

•    EWM-ERP Integration: Expertise in EWM-ERP integration setup and configuration.

•    EWM Features: Must have hands-on experience with all mandatory EWM features (as per provided reference).

•    Nice to Have: Knowledge of Value-Added Services (VAS) and Automated Warehouse processes.

Process Knowledge & Experience:

•    Inbound, Outbound, Warehousing, and Packaging: Must be strong in at least one process area, with good knowledge of the other three.

o    Definition of "Strong": Ability to list worked-on processes, explain customer requirements, and describe how the process meets business needs.

•    Process Variants: Understanding of process variations for different business scenarios.

•    EWM Production Integration: Good knowledge of production replenishment processes and integration features.

Industry Expertise:

•    Auto/Manufacturing Industry: Minimum two years of experience working in EWM within automotive or manufacturing industries.

Role Overview:

•    Position: Customer-Facing SAP EWM Functional Consultant.

•    Function: Serve as a Process Solution Expert, supporting Plant Users in addressing queries and issues.

Key Responsibilities:

•    Customer Engagement:

o    Conduct gap analysis and identify new business requirements.

o    Collaborate with the Process Responsible team to develop new solutions.

•    User & Process Support:

o    Assist Plant Key Users & Plant Users in testing phases (Unit, Integration, UAT).

o    Support data migration activities (Test Migration, Productive Migration).

o    Conduct training sessions for Key Users.

o    Provide Hypercare Support post go-live.

o    Troubleshoot defects during testing and post-go-live phases.

Certifications (Preferred):

•    SAP EWM Certification with knowledge of:

o    Embedded EWM

o    Decentralized EWM

•    Optional: SAP WM Certification

Soft Skills & Competencies:

•    Strong verbal and written communication skills in English.

•    Ability to troubleshoot and resolve issues independently.

•    Proficiency in MS Office (Excel, PowerPoint, etc.).

•    Strong collaboration skills to work with internal and external customers effectively.

Travel Requirements:

•    Willingness to travel for short-term business trips (up to 4 weeks) domestically and internationally.

Nice to Have:

•    Exposure to SAP Transportation Management (SAP TM).

If any customer visits to site, need to explain them about the Project and Amenities. Should show them the available Plots, Flats & Villas. 

Develop and maintain strong customer relationships.

Identify new sales opportunities and potential clients.

Keep up-to-date with industry trends and competitor activities.

Requirements: Job Description

• Excellent knowledge in Core Java (J2SE) and J2EE technologies.
• Hands-on experience with RESTful services, API design are must.
• Knowledge of microservices architecture is must.
• Knowledge of design patterns is must.
• Strong knowledge in Exception handling and logging mechanism is must.
• Agile scrum participation experience. Work experience with several agile teams on an application built with microservices and event-based architectures to be deployed on hybrid (on-prem/cloud) environments.
• Good knowledge of Spring framework (MVC, Cloud, Data and Security. Etc) and ORM framework like JPA/Hibernate.
• Experience in managing the Source Code Base through Version Control tool like SVN, GitHub,Bitbucket, etc.
• Experience in using and configuration of Continuous Integration tools Jenkins, Travis, GitLab, etc.
• Experience in design and development of SaaS/PaaS based architecture and tenancy models.
• Experience in SaaS/PaaS based application development used by a high volume of subscribers/customers.
• Awareness and understanding of data security and privacy. Experience in performing Java Code Review using review tools like SonarQube, etc.
• Good understanding of end-to-end software development lifecycle. Ability to read and understand requirements and design documents.
• Good Analytical skills and should be self-driven.
• Good communication with inter-personal skills. Open for learning new technologies and domain.
• A good team player and ready to take up new challenges. Active communication and coordination with Clients and Internal stake holder

Requirements: Skills and Qualifications

• 6-8 years of experience in developing Java/J2EE based Enterprise Web Applications
• Languages: Java, J2EE, and Python
• Databases: MySQL, Oracle, SQL Server, PostgreSQL, Redshift, MongoDB
• DB Script: SQL and PL/SQL
• Frameworks: Spring, Spring Boot, Jersey, Hibernate and JPA
• OS: Windows, Linux/Unix.
• Cloud Services: AWS and Azure
• Version Controls/ Devops tools: Git, Bitbucket and Jenkins.
• Message brokers: RabbitMQ, and Kafka
• Deployment Servers: Tomcat, Docker, and Kubernetes
• Build Tools: Gradle/Maven

Strategic Vendor Alliance – AWS Practice Lead and Overall P&L owner for India Business and Drive Profitability.

A) Managing the AWS Practice for Clients and executing the strategic business plan for the company and channel partners ecosystem with regards to different Services of AWS.

B) Built key relationships with various segment leaders in AWS from the Commercial and Public Sector and create Client led AWS Solutions for Partners to make simplifying cloud approach for customers.

C) Building a predictable pipeline of joint opportunities via differentiated proposition to the customers and Partners by working with AWS on a unique offerings specifically to Client.

D) Drive SMB focus approach for AWS which contributes 50%of Clients overall Business using ready to use cloud bundles for various workloads

E) Own the relationship map, drive and monitor cadence meetings, both with Internal Sellers and Channel Partners measured by different parameters on Incremental growth ,customer acquisition, partners onboarding, Manage Services led approach ,migration and deployment ,success of each GTM

F) Lead a Team of Product Mangers (who will drive specific GTM like SAP on AWS , SMB Scale Drive, Education focus,Cloud Front Drive- CDN bundle , Strategic Workloads like Microsoft Workload,DC Migration ,DR on Cloud)

G) Managing Partner Profitability metrics by creating various different avenues from recurring resale consumption and services led engagement for partners.

H) Worked on Long Term direction of the company business plan to drive Incremental Growth.

I)Collaborate with internal peers within the company to build cloud business model,how to attach manage services to various services of the Hyperscaler in building the framework.

We are looking for a Back-End Web Developer responsible for managing the interchange of data between the server and the users. Your primary focus will be the development of all server-side logic, definition, and maintenance of the central database, and ensuring high performance and responsiveness to requests from the front end. You will also be responsible for integrating the front-end elements built by your co-workers into the application. A basic understanding of front-end technologies is therefore necessary as well.

Responsibilities

• Actively participate in the overall application lifecycle.
• Focus on coding and debugging.
• Collaborate with front-end developers.
• Define and communicate technical and design requirements.
• Build a high-quality reusable code that can be used in the future.
• Create sustainable and functional web applications with clean codes.
• Learn about new technologies and stay up to date with current best practices.
• Conduct UI tests and optimize performance.
• Train, help, and support to other team members

Requirements

• Hands-on backend web development experience.
• Proficient knowledge of a backend programming language and an in-depth understanding of web development.
• Knowledgeable of front-end technologies and platforms, such as JavaScript, HTML5, and CSS3.
• Proven experience creating user authentication and authorization between multiple systems, servers, and environments.
• Capability to integrate multiple data sources and databases into one system.
• Proven experience managing the hosting environment, including database administration and scaling an application to support load changes.
• Ability to set up and administer backups, data migration, transformation, and scripting.

Skills

• Coding (HTML/CSS3)
• Debugging
• Programming (JavaScript, PHP, Magento, OOPs,)
• PHP Framework
• Analytical Skills
• Web Development
• API

• Experienced in automated deployment tools such Continuous Integration (Azure DevOps/Git).
• Excellent debugging skills; able to debug complex technical issues involving multiple system components. Good to have knowledge on online & offline sync capabilities in Progressive Web Application (PWA) implementation.
• Knowledge on Azure DevOps is optional.
• Knowledge on INFORM, WARN and ERROR logging in Azure Application Insights, error handling, access authorization, data connectivity in C# is mandatory.
• Knowledge on publisher/subscriber queueing such as RabbitMQ.
• All C# code must contain descriptive comments to functions, or complex/nested loops, if, or case statements.
• Knowledge on NetSuite is an advantage.
• Knowledge on Azure Active Directory is an advantage. Knowledge on OAuth 2.0 & JWT Tokens is mandatory. Writing high-level design and technical analysis documents.
• Should have worked on Agile framework

1. Strong Experience on. NET Core, . NET Microservices, C# 5.0 Xunit - Unit Test Framework - C#, Entity Framework/Entity Framework and RESTful Design, Redis
2. Experience with SQL Server 2012 & above
3. Should be well versed with RabbitMQ
4. Knowledge on Azure Active Directory, Application Insights, Azure Devops/Git/Bitbucket Pipeline, Serverless / Azure functions, Azure Service Fabric / Functions
5. Hands-on JWT Tokens, API Authorization, OAuth 2.0 JSON or XML
6. Exposure to NetSuite, Workato will be an added advantage

Job Responsibilities:

• Be a part of a team developing a rapidly growing product used by thousands of small businesses.
• Responsible for building large scale applications that are high performance, scalable, and resilient in an microservices environment
• Evaluate new technologies and tools such as new frameworks, methodologies, best practices and other areas that will improve overall efficiencies and product quality

Skill Set:

• 3+ years of working experience in developing API centric core Java/J2EE applications using Spring boot, JPA, REST API, XML and JSON
• Experience in frontend framework - any one of Backbone, Angular, Vue or React
• Working experience in any one of the Cloud Platforms - Google Cloud (preferable) or AWS
• Experience in large scale databases - NoSQL and MongoDB.
• Hands on experience in Eclipse based development and using Git, SVN, Junit
• Past experience in startups or product development is a big plus.

Join our team

We're looking for an experienced and passionate Data Engineer to join our team. Our vision is to empower Genesys to leverage data to drive better customer and business outcomes. Our batch and streaming solutions turn vast amounts of data into useful insights. If you’re interested in working with the latest big data technologies, using industry leading BI analytics and visualization tools, and bringing the power of data to our customers’ fingertips then this position is for you!

Our ideal candidate thrives in a fast-paced environment, enjoys the challenge of highly complex business contexts (that are typically being defined in real-time), and, above all, is a passionate about data and analytics.

What you'll get to do

• Work in an agile development environment, constantly shipping and iterating.
• Develop high quality batch and streaming big data pipelines.
• Interface with our Data Consumers, gathering requirements, and delivering complete data solutions.
• Own the design, development, and maintenance of datasets that drive key business decisions.
• Support, monitor and maintain the data models
• Adopt and define the standards and best practices in data engineering including data integrity, performance optimization, validation, reliability, and documentation.
• Keep up-to-date with advances in big data technologies and run pilots to design the data architecture to scale with the increased data volume using cloud services.
• Triage many possible courses of action in a high-ambiguity environment, making use of both quantitative analysis and business judgment.

Your experience should include

• Bachelor’s degree in CS or related technical field.
• 5+ years of experience in data modelling, data development, and data warehousing.
• Experience working with Big Data technologies (Hadoop, Hive, Spark, Kafka, Kinesis).
• Experience with large scale data processing systems for both batch and streaming technologies (Hadoop, Spark, Kinesis, Flink).
• Experience in programming using Python, Java or Scala.
• Experience with data orchestration tools (Airflow, Oozie, Step Functions).
• Solid understanding of database technologies including NoSQL and SQL.
• Strong in SQL queries (experience with Snowflake Cloud Datawarehouse is a plus)
• Work experience in Talend is a plus
• Track record of delivering reliable data pipelines with solid test infrastructure, CICD, data quality checks, monitoring, and alerting.
• Strong organizational and multitasking skills with ability to balance competing priorities.
• Excellent communication (verbal and written) and interpersonal skills and an ability to effectively communicate with both business and technical teams.
• An ability to work in a fast-paced environment where continuous innovation is occurring, and ambiguity is the norm.

Good to have

• Experience with AWS big data technologies - S3, EMR, Kinesis, Redshift, Glue