Lead - Customer Support Job in Urjanet

Urjanet is seeking a high-performance Process Lead / Process Specialist / Operations Manager with a proven track record of spearheading BaU Operations and ongoing customer relationship management. He / she will lead customer success initiatives by monitoring existing processes and keep the product, account management, sales and support teams focused on contractual outcomes.

Years of Experience: 4-8 Years

Your typical day / Week / Month may look like & the skills you would be acing already

Skills you should be acing!

• Compile information from various sources to formulate a current picture of the project. Develop and manage a detailed project schedule and work plan
• Interpret data to generate strategies for implementation. Develop, maintain, & improve processes surrounding contractual SLAs
• Predict resources needed to reach objectives and manage resources in an effective and efficient manner
• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
• Utilize industry best practices, techniques, and standards throughout entire project execution
• Measure project performance to identify areas for improvement
• Ensure adherence to existing processes & setting up appropriate dip sticks
• Facilitate root cause analysis for any incident reports and identify continuous improvement opportunities in areas of people, tools, and/or process changes
• Lead best practices for project management including planning, executing, monitoring, and closure of projects
• Collaborate with account management team for renewal, expansion and churn prevention activities
• Create/update internal & external SOP documentation to help support all customer processes

Experience / Skills we would love to have in you:

• Degree graduates in Engineering (Preferred) / Computer Applications / Mathematics / Statistics / Economics / Commerce
• Must have background in SaaS company / FinTech / BPO
• >= 4 years of Services background with at least 3 years as a Team Lead on papers, solution implementation and/or technical support experience
• 1 - 2 years of project management and related experience
• Project Management Professional (PMP) certification will be an awesome addition!
• Proven ability to solve problems creatively
• Strong familiarity with project management software tools, methodologies, and best practices
• Excellent analytical skills
• Strong interpersonal skills (a.k.a. people person) and extremely resourceful
• Capable of grasping and utilizing complex ideas and strategies. Ability to write and communicate clearly
• Strong ethical leadership abilities
• Hands on with Tableau, R and Power BI
• Individual contributors with team handling experience also can apply
• Successfully managed multiple customer engagements simultaneously
• Experience with customer account/relationship management
• Experience managing large scale projects
• Proficient & hands on in Microsoft Office (Excel, PowerPoint & Word)
• Very strong goal orientation, work ethic and sense of personal accountability
• High energy, passion, motivational skills, team building skills and a strong ability to work with minimal direction and guidance
• Experience in Banking & Financial Services, data aggregation, energy or fintech industry is a plus