Description :

Role & Responsibilities :

As the new hire in this role, you'll be the voice of the customer in the company, and lead the charge in developing our customer-centric approach, working closely with our tech, design, and product teams.

What you will be doing :

You will be responsible for converting, onboarding, managing, and proactively ensuring success for our customers/prospective clients.

Solutioning & Implementation :

- Understand client billing models and configure Zenskar contracts, pricing, metering, and invoicing accurately.

- Lead pilots and implementation for new customers, ensuring complete onboarding within 3-8 weeks.

- Translate complex business requirements into structured Zenskar workflows and setup.

Pre-sales & Technical Discovery :

- Support sales with live demos, sandbox setups, and RFP responses.

- Participate in technical discovery calls to map Zenskar capabilities to client needs.

- Create and maintain demo environments showcasing relevant use cases.

Internal Coordination & Escalation :

- Act as the voice of the customer internally - share structured feedback with product and engineering.

- Create clear, well-scoped handoff documents when working with technical teams.

- Escalate time-sensitive issues appropriately and follow through on resolution.

Documentation & Enablement :

- Create client-specific documentation (e.g., onboarding guides, configuration references).

- Contribute to internal wikis, training material, and product documentation.

- Write simple, to-the-point communication - clear enough for a CXO and detailed enough for a developer.

Ideal Candidate :

- 4-6 years of relevant experience

- Willing to work in US time zone (~430 am IST) on weekdays (Mon-Fri)

- Ability to understand and shape the product at a granular level

- Ability to empathize with the customers, and understand their pain points

- Understanding of SaaS architecture and APIs conceptually - ability to debug API workflows and usage issues

- Previous experience in salesforce CRM

- Entrepreneurial drive, and willingness to wear multiple hats as per companys requirements

- Strong analytical skills and a structured problem-solving approach

- (Strongly preferred) Computer science background and basic coding experience

- Ability to understand functional aspects related to the product e.g., accounting/revenue recognition, receivables, billing etc

- Self-motivated and proactive in managing tasks and responsibilities, requiring minimal follow-ups.

- Self-driven individual with high ownership and strong work ethic

- Not taking yourself too seriously.