Profile summary :

- The Customer Success Professional (CSP) at Mobileware will be responsible for developing customer relationships that promote delightful customer experiences. This role is a combination of customer engagement, requirements analysis, project management, sales enablement, techno-functional consultation and working closely with both customers as well as with the internal teams for ensuring mutual success through a win-win approach.

- This will be accomplished by understanding the user journey, proposing and guiding clients on right options, analyzing key performance indicators, recommending maximization of utilization of our services and product's functionalities and potentials, balancing the priorities and managing the ambiguities as they occur in the real world, acting as a go-between person for resolving escalated issues and ensuring the overall success for the assigned projects.

About the role :

Customer Engagement :

- Engage key stakeholders, build business relationships and support implementation of business solutions with due identification of customer needs, improvement opportunities, and monitor progress/results, for quality delivery on timely basis

- Represent the voice of the customer, and gauge engagement levels, to provide input into every core product, marketing and sales process

- Adapt to competing demands, project dynamics, and drive retention and growth among customers by understanding their business requirements and helps them succeed

Project Management :

- Understand and negotiate needs and expectations of multiple stakeholders, to meet customer requirements and organizational goals

- Monitor and evaluate customer centric performance metrics, support multiple implementation projects and align organizational efforts to meet requirements

- Coordinate with team members working on the same account to ensure consistent service, and track client transactions, forecasts and client account metrics

Requirement Analysis :

- Gather, analyze and synthesize business requirements, recognize patterns and conceptualize processes; & document requirements, confirm requisites with users, and align with project teams

- Liaison between users and project teams, in an agile manner, to keep all concerned up-to-date on business requirements, use cases, system modifications, enhancements and implementations

- Facilitate project meetings and presentations to all types of diverse audiences to communicate updates and findings and be able to explain difficult concepts to non-technical users

Techno-functional consultation :

- Develop deep functional and technical know-how on our suite of products/services

- Provide technical consultancy to customers

- Educate newly on-boarded customers on functional and technical aspects of products and ensure successful on-boarding of new customers

Sales Enablement :

- Identify the needs within the client organization and recommend new product or service offerings and develop a plan to drive maximum utilization of products/services

- Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities; with an aim of helping grow our customer base

- Identify opportunities to grow business with existing clients, generate sales among client accounts, including upselling and cross-selling

What we expect :

- Candidates with a B.E./B.Tech. in Computer Science or equivalent, preference for MBA or post-graduation in management, from an institute of repute

- 6+ years of experience in a Customer Success, Customer Engagement, Project Management, Account Management, Relationship Management, Business Analyst or similar roles

- Combination of education and experience can be considered for equivalence

- Is highly organized, collaborative and detail oriented and demonstrates exceptional communication, interpersonal and presentation skills

- Has experience in building and maintaining strong relationships, while working to mitigate churn and drive engagement and renewals

- High on initiative and innovation; possesses great collaboration and influencing skills to work with internal and external stakeholders

- Strong analytical skills, with the ability to translate data into insights

- Strong technical acumen and has client-focused solutions experience

- Comfortable in a fast-moving startup environment and can wear many hats in a dynamic environment, and should be tuned to interact externally day in day out

About Mobileware :

An innovation-centric product company, Mobileware thrives on the potential of a fast-paced financial landscape in India. Over the years, we @ Mobileware have made a - Digital- difference to all types of banks viz. PSUs, Cooperative and Urban & Rural banks. To know more about us, you can view our website at www.mobilewaretech.com.

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