Business Line/Function : TSO

Position/Title : TAM- CET

Job Location : Airoli, Navi Mumbai, India

Years of Experience Required : 8 to 15 years

Salary : Upto 15Lacs

Required Educational Qualifications : Bachelor's Degree

Skills & Competencies Required :

Primary Skill (Must):

- Good Communication

- Customer management Skills

- Ability to document action items correctly and drive them to closure

- Willingness to drive things to closure irrespective of the odds

- Ability to liaise with various internal teams.

Secondary Skills (Preferred):

- Comprehend business problem, solution as needed and present itto the customer

Behavioral Skills:

- Team Player

- Quick learner

- Adaptable to changes in technology

- Should be able to work with teams of varying nature

- Should be open for flexible work hours

Role Description (Roles & Responsibilities) :

- Act as a Technical/Functional Consultant to the Customer Success Manager for allocated set of 10-12 accounts. Collaboration with customer success manager for QBR providing data & operational insight.

- Manage Steady-State Accounts after a systematic Knowledge Transfer from the Implementation team based on hand-off criteria including but not limited to formal sign offs by client on the implementation, list of open issues etc.

- Knowledge on release-to-release knowledge of S2P Products & corresponding operational benefits to customer.

- Partnering with PMG in feature design process to bring in perspective from customers- business processes (Usability Analysis, etc.)

- Proactive monitoring & reporting of - Operational Health Metrics- (Adoption,SLA reports, CSI) to internal and external stakeholders to help identify and mitigate risks

- Driving/Coordinating RCAs & High severity issues with close collaboration with PMG, Engg & CST with day-to-day monitoring & updates on Incident and Problem SLAs.

- Facilitate Change enablement for major features with proactive Customer Trainings, Webinars, workshops, collateral, etc.

- Project Manage the execution of Change Requests (along with a team of Ops Analysts/Sr. Analysts and/or the CIT team)

Customer Focus:

- TAM co-owns the responsibility of customer satisfaction with the CSM, during the lifecycle of the customer relationship.

- Provide solutions wherever feasible, from the perspective of SMART

- TAM along with CSM will act as a liaison between the customer and various groups within GEP such as Technical Support, Sales, Engineering, and

Product Management :

- Possesses ability to learn to be conversant-in features,functionality and applicability of the entire SMART by GEP suite including Sourcing, Contract Management, Supplier Management as well as Procure to Pay

- Builds solution, customer, and industry knowledge by leveraging the appropriate resources (internally at GEP and externally at the client)

Teamwork:

- Executes with minimal guidance and shows strong initiative

- Maintains regular communication with the CSM (e.g., via calls or emails) to drive retention & Reference ability.

- Proactively collaborates with manager and teammates to anticipate and respond to issues that could impact CSAT.

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