Primary Skills: PM Methodology, Professional Services /Customer Experience, Data Intelligence, Any Agile/Scrum Certification
Responsibilities:
- Knowing how to operate CSM tools like Gainsight/JIRA, etc is essential.
- Conduct a thorough analysis of professional services operations to identify areas for improvement, efficiency, and cost-effectiveness.
- Manage and maintain databases related to projects, resource allocation, and financials. Ensure data accuracy and integrity.
- Generate regular reports on key performance indicators (KPIs) related to professional services. Provide insights and recommendations based on data analysis.
- Identify opportunities for process improvement and work closely with cross-functional teams to implement changes that enhance operational efficiency.
- Assist in financial analysis and budgeting for professional services projects. Monitor project financials and identify potential cost-saving measures.
- Conduct qualitative analysis of project outcomes, feedback, and client satisfaction surveys. Use findings to drive continuous improvement initiatives.
- Customer Interactions - Engagement within the TAM team to collaborate and support customers in Renewal or At-Risk phases
- Risk Management - Identify early signals of at-risk renewals, design or update existing playbooks for TAMs to address them, and provide a path to escalation or leadership
- Opportunity Management - Regularly poll TAMs for prospective upsell customers
Reporting:
- Forecasting - Execute the reporting strategy for services and upsell forecasts, eg through dashboards and presentations
- Analysis - Track and trend the leading indicators for services and upsells, including analyzing them to understand what s going we'll and what s not
- Metrics - Report on the Key Performance Indicators (KPIs) for the Securonix Customer Experience Program
Qualifications Required:
- 7-10 years of experience with PM Methodology, PMBOK, Business Analyst.
- 5-7 years of experience in Professional Services/ Customer Experience
- Enjoys data intelligence and problem-solving
- PMO analyst / with the process will be preferred
- Clear and effective communicator with a professional presence across all customer levels
- Actively engages cross-organizationally and in departments to make improvements
- Ability to influence and obtain results
- Passion for designing and enhancing the customer journey
- Enjoys data intelligence and problem-solving
- Possesses a high degree of passion and ownership for their work
- Empathetic and champion for the customer with strong listening skills
Certification:
- Project Management Professional (PMP) certification is a plus.
- Business Analyst, Any scrum or PM certificate ie PMP, SAFE/Scrum Practitioner/Agilist/Scrum Master preferred.
- Any relevant certifications in data analysis or operations management would be advantageous.
Benefits
- Health Insurance with a total sum insured is INR 5,00,000
- Coverage: Self, Spouse, 2 kids, Dependent parents, or parents-in-law
- Personal Accident with total sum insured is INR 10,00,000
- Term Life Insurance with a sum assured for employees is 5 times fixed base pay is covered.
