Account Manager

Job Purpose

Onboard new customers, drive the implementation process and support the customer on an ongoing basis. Ensure customer success by maintaining high levels of communication and applying project management principles. Manage post implementation support and engage with customers on their evolving business requirements for technology, data, and reporting. Support sales team in pre-sales process.

Job Responsibilities

Account Management (Onboarding, Implementation and Support)

Customer onboarding and Implementation

o Plan and conduct Kickoff meeting with the new customer

o Drive the product implementation in a time-bound manner and be responsible for overall project management & reporting.

o Analyze customer requirements, prepare BRD and FRD documents and get customer approvals on the same. Requirements to include custom reporting and data migration.

o Coordinate with the internal tech team to configure/customize the solution as per the customer approved requirements.

o Verify the requirements are properly implemented before confirming to the customer.

o Hand hold the customer team through the implementation and data migration phase.

o Deliver product training to customers.

o Presales Support: Assist the Sales team in customer specific solutioning and conducting demos

Customer Support

o Track requests/issues and ensure timely & effective communication/reporting is done with clients while maintaining the SLAs.

o Query resolution by assessing & providing solution to customer queries in the moment or taking down details of issue & then connecting with technical team to provide resolution.

o Record, maintain and report the customer query support transactions.

o Metric driven monitoring to track the usage of the software.

o Continuous engagement with customer teams to drive adoption.

Work across time zones

o Onboard and support customers across different time zones

o APAC, Africa, UK, EU and US

Skills & Competencies

1 - 4 years of relevant experience in either Software/SaaS Sales, IT Project Implementation, Business Analyst preferably in Fintech and Banking Domain

• Effective communication skills, logical and analytical skills
• Ability to listen and document real & perceived customer needs.

Education: BTech, MBA or BCom (Finance Background must).

Location: Gurugram (Haryana), India