Senior Client Operations Manager - SaaS

Looking for an experienced and dedicated client operations professional to become a part of our fast growing team. With a deep understanding of enterprise SaaS platform, you will offer solutions where the products can be put to best use helping clients achieve visionary objectives.

Responsibilities :

- Ensuring smooth implementation, execution of projects and immediate support to users of product

- Training clients about all the features of the product to ensure the maximum utility and value add with timely ticket resolution and adhering to SLA Compliance

- Collaborating with various clients on a daily, weekly and monthly basis to resolve their queries in terms of all aspects of the product

- Maintaining the data sanctity on CRM and keeping all the stakeholders updated

- Single-handed responsibility of NPS, product adoption, change management and certification of users

- Communicating relevant business information, providing structured feedback to senior management and making product suggestions internally

- Monitoring service levels and acting as a point of contact for all complex problems, resolving the on-ground issues effectively and efficiently

Requirements:

- Bachelor's or Master's Degree in Computer Science, Information Technology, Business Management, Statistics or related field

- 7 to 8 years of experience in client operations with working knowledge of enterprise SaaS products

- Expert in using cloud software such as Google Analytics, Ticketing Management. CRM and system integration software (Postman) and API standards

- Hands on experience with MS Office (especially PowerPoint, Word and Excel)

- Flexible and fast adaptive nature with a positive approach towards completion of assigned task with an ability to meet aggressive deadlines and work under continual pressure

- Excellent written and verbal communication skills and the ability to persuade, influence, negotiate and make formal presentations in meetings and training environments

- Be a problem solver at heart, willing to take up any task with a genuine interest in learning by doing

- Confident and dynamic personality which can bring fun to the team, and sense of humour, is a plus

- Willingness to travel around 100% of the time within the city and between cities