Subject Matter Expert - Billing
Chennai, Tamil Nadu, India
5d ago

The Customer Success Subject Matter Expert (SME) is a customer facing role as part of Subject Expert and work closely with Sales Account management team to increase customer adoption among our install base of more than 1000 customers across the world, we need well-rounded “athletes†who can :

  • Serve as a Subject Matter expert in the Subscription Economy to help customers optimize and grow their business via a streamlined quote-to-cash process
  • Take complex ideas and communicate them in a simple, elegant way
  • Go deep on the product and engage with customers in new, creative ways
  • Anticipate customer needs and requirements by serving as the customer's voice to the entire organization, including product, marketing, professional services and sales
  • Responsibilities :

  • Must cultivate and maintain effective working relationship with a variety of stakeholders such as customers, sales account manager, senior management, support, product and engineering amongst others
  • Comfortable in creating, documenting and executing use cases in your test environment based on customer discovery calls and derived needs
  • Take complex ideas and communicate them in a simple, elegant way
  • Dive deep on the product and engage with customers in new, creative ways
  • Be able to articulate best practices and create and present recommendations to customers
  • Ability to effectively prioritize and time manage multiple projects / customers concurrently to resolution
  • Understand and keep up to date on the latest product functionality, its dependencies, the underlying architecture and their operational impact
  • Recommend areas of improvement to product development teams in performance and feature capabilities that will improve our customers' successful use drive adoption and discover new revenue opportunities
  • Deliver high customer satisfaction - our all-time customer satisfaction rating is 95%
  • Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
  • Make a measurable impact on one of the fastest growing companies in Silicon Valley
  • Requirements :

  • Passionate about customer success.
  • A minimum of 5-8 years' experience supporting, implementing Saas, ERP or †Quote to Cash' as a business analyst or customer facing role.
  • Previous experience with Billing, Accounts Receivables, General Ledger, Payment services highly preferred .

  • Excellent analysis, troubleshooting, and problem-solving skills.
  • General understanding of API development, SQL and various coding languages (php, ruby, java, etc.)
  • Self-motivation and the desire to learn and become an expert on the entire quote to cash cycle for enterprise businesses
  • Excellent presentation skills and the ability to drive discussions for both small and large groups within organizations
  • Familiarity with Salesforce flows, formula fields, page layouts and Lightning is helpful
  • Strong writing skills that include the ability to synthesize information into clear, concise messages both for detailed analytical reports and executive summaries.
  • BA / BS / MS / MBA (or equivalent) in a related discipline.
  • 10% or less possible travel
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