Client Operation Associates

We are looking for a dedicated and experienced client operations professional to join our fast-growing team. As a tech-savvy individual, you’ll play a pivotal role in driving platform value for clients and supporting enterprise SaaS implementations. You will act as a trusted advisor, helping clients overcome technical and operational challenges while ensuring seamless onboarding and adoption of the platform.

With a deep understanding of enterprise software, you will provide innovative solutions to enhance the customer experience and help clients achieve their strategic 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
• Experience in client operations with working knowledge of enterprise SaaS products
• Expert in using cloud softwares such as Google Analytics, Ticketing Management. CRM and system integration softwares (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

Skills

Customer Retention

Customer Support

customer satisfaction

Customer Relationship Management

Customer Onboarding

Technical Product Training

Customer Product Training

ticket managment

Enterprise Software

API

Webhooks