Head-Customer Engagement and Support
Iris Business Services Limited
Navi Mumbai
6d ago
source : Shine

Give product demos as part of pre-sales outreach and handle the overall preparation of client demos / meetings. Demo meetings could be at client location or Webex.

Facilitate research and analysis of prospects that could potentially be contacted and converted into clients. Post-sales : Conduct detailed workshop of the product.

Workshop would involve in-person workshop / training session at client location or could be through webex sessions. Conduct customer meetings to explain new version of product, handle any queries around working on the product through calls or Webex sessions.

Pro-active in making sure that the client is comfortable using the product and services, and help in solving any gaps if any.

Responsible for Client Support Plan for Support staffing for the client as needed and responsible for the filing of the client.

Responsible for closing the queries / requests being sent by client. Co-ordinate with Support team to make sure that all clients queries / requests are being solved on time and with accuracy, involving the best TAT and least Idle-

time. Responsible for handling any escalations reported regarding the product / service. This may include contacting the client by phone, e-

mail or remote Webex sessions at any point in time when the client reports the issue to better understand the overall problem / root-

cause analysis of potentially what could have led to the problem. Prepare reports and documentation around list of queries / issues reported, arrange for training sessions with client to equip client on the client needs training.

Feedback received from clients, through e-mails, calls or meetings to be shared with the Business Analyst team and track through things to make such that feedback which is critical from user perspective is implemented in the product through a formal feedback mechanism.

Co-ordinate with the Product-Development / Technical Team by sharing the detailed information on escalations, understand the reasoning from the Technical team for the root-

cause of the problem. Also take in steps to make sure that such issues reported are being taken up / solved through a formal process in the product development cycle.

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