Description :

Job Purpose :

Delivery Manager will lead a team of 5 team members, manage a large portfolio of projects and provide presales support.

Ensure customer success by onboarding new customer and providing complete oversight for end-to-end project implementation including project planning, requirements gathering, testing, risk and stakeholder management.

Manage post implementation support and engage with customers on their evolving business requirements for technology, data & reporting and drive additional revenue by up-selling or cross-selling. Participate in new Business Development by supporting sales team in pre-sales process.

Job Responsibilities :

Account Management (Onboarding, Implementation and Support) :

Customer Engagement and Relationship Management :

- Ensure customer success by driving the product implementation in a time-bound manner, and retention through on-going support & customer engagement.

- Develop relationships with decision makers, senior executives, and partners within customer organizations.

- Proactively engage with customers to ensure software adoption and handle any escalations.

- Responsible for overall customer satisfaction

Customer onboarding and Implementation :

- Drive Implementation project management & reporting both to customer and internal

- Analyze customer requirements, prepare and review BRD and FRD documents and get customer approvals on the same. Requirements to include custom reporting and data migration.

- Coordinate with the internal tech team to configure/customize the solution as per the customer approved requirements.

- Verify the requirements are properly implemented before confirming to the customer.

- Deliver product training to customers.

Customer Support (Queries/Customizations/Data/Training) :

- Manage post implementation support and ensure timely query resolution by assessing & providing solution to customer support queries and customization requests.

- Provide ongoing data support services and training

- Maintain the SLAs: Track support/customizations requests and ensure timely & effective communication/reporting to clients and internal stakeholders

- Ensure customer retention by reviewing the accounts periodically, providing direction/guidance to accounts management team and regular reporting/communication to customers.

Pre Sales Support :

- Drive additional revenue by up-selling and cross-selling to existing customers.

- Participate in new Business Development by supporting sales team in pre-sales process - prepare

- customer specific solution and deliver in-depth product demonstration.

- Deliver Proof of Concept for prospective clients including configurations and data support

Team Management :

- Lead a team of account managers, business analyst and data support specialist.

- Provide feedback and enforce corrective behavior in line with company culture

- Coordinate with onsite sales and account relations team

Skills & Competencies :

- 5-10 years of experience in B2B enterprise customer account management, full project implementation lifecycle, and having led a team of 3-5 people

- Domain: IT Software/SaaS Implementation in Private Equity / FinTech / BFSI Domain

- Ability to successfully deliver multiple complex IT projects simultaneously with strong attention to detail.

- Should have experience in Business Analysis, preparing BRD and FRD documents

Above average MS Excel skills :

- Educational background in Finance/Commerce is a must

- Ability to clearly communicate thoughts and ideas in person, over the telephone, and in written correspondence.

- Speak before an audience in either a live meeting or web conference.

Education :

- BTech (Comp. Science) + MBA Finance

- BCom + MBA Finance