Customer Success

CS- Implementation

Bengaluru   |   Full Time

JOB DESCRIPTION

CS Implementation

About Zluri

Zluri (https://www.zluri.com) is a comprehensive SaaS Operations (SaaSOps) management platform for IT teams. It helps IT teams Discover, Manage, Secure, and Comply across multiple SaaS applications, all from a single dashboard. In short, Zluri puts the IT team back in control of their new SaaS-ified landscape.

You can read more about why we are building Zluri here - Why Zluri? Why now?


Responsibilities:

● Coordinate with the sales team to understand the scope of the project and set up the kick-off call with the customers

● Drive the kick-off call and establish the roles and responsibilities of the team. Ensure key stakeholders from customers and Zluri are participating in the kickoff.

● Set expectations of the Implementation and finalise the Scope/requirements with the customer

● Set-up and drive the regular status meetings with the customer POC and prepare and send the weekly status reports with the health of the onboarding/ any escalations

● Have functional knowledge of the Zluri product and provide L1 level of technical support and troubleshooting during the Onboarding process.

● Escalate and rally the internal resources to ensure customer’s issues are addressed

● Understand the technical know-how of Implementations to be able to guide/mentor the team when needed

● Leverage best practices of Implementation to reduce the time to value for the customer

● Act as a customer advocate in raising feature requests of the customer to the product

● Validate the data accuracy for the defined applications and work closely with the customer success team during the transition phase

● Work in a dynamic, fast paced environment and help us grow one of the newest teams at the company. Help setup processes, systems and hire the right people to expand the team

● Capture customer stories to be communicated to our product, engineering, and marketing teams

● Collaborate and participate in a globally dispersed services team

Requirements:

● 3+ years of professional experience in the implementation of SaaS solutions, either at a technology vendor or an IT services partner

● High level of technical proficiency in SaaS technologies and APIs with a high capacity to learn

● Customer facing experience

● Exceptional project management, oral and written communication, and presentation skills

● Excited to play an integral role during our company's most rapid growth period

● Comfortable in working for other geographies of the world based out of India.

● Well versed with various SaaS offerings and tools in the market.

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