Associate Director - Customer Success/Post Sales - Lending Domain - BFSI

Role: Associate Dir - Customer Success - Post Sales - BFSI - Lending Domain

Exp - 10 + Yrs

Job location - Mumbai ( All 5 days Work From Office) - Kandivali

Only Immediate joiners

About Our Client

Our Client helps in re-modelling financial processes in Banks and other Financial Institutions by automating financial data aggregation, cleansing and analysis. Client has created a large portfolio of products that cater to multiple verticals in these institutions.

These products collect data from multiple sources, clean and curate them, analyze these data and provide specific insights; that are used in the banks and financial institutions to take critical decisions.

We currently work with almost all the Banks, NBFCs and Fin Techs in India in some of these verticals. We are also expanding to other geographies and growing at an immense rate.

About this Role

This role will focus on providing industry expertise views on automation, providing futuristic solutions for digital transformation journeys to financial organizations, increasing client adoption of suite of products. In this role, you will serve as a key resource ensuring that clients successfully engage with the products, and they are realizing the full potential of the solutions. This will be accomplished by understanding the user journey, proposing and guiding clients on right products, analyzing key performance indicators and provide recommendations on how to maximize the potential of the software which will enhance ROI and improve the client's bottom line.

Experience: 12-15 years of prior experience in technical marketing of products/ solution consulting.

Please note: This is not a Software Development role so pure Developers/Programmers need not apply.

Knowledge & Skill Requirements

- Requirements Gathering & Elicitation - Advanced Business analysis requirements gathering and design techniques; the ability to produce structured BRDs, and write functional specification.

- Excellent Verbal and Written Communication Skills - the ability to communicate to a variety of audiences across business function and level and tailor messages appropriately. Presentation, facilitation, oral, written, listening and conflict resolution. Ability to interact with client/ prospects day in day out.

- Industry expertise - BFSI (banking and financial) segment or experience in service companies that are in BFSI vertical - A MUST

- Direct customer interaction/ engagement management/ program management exp a must. Should be tuned to interact externally day in day out.

- Flexibility in travel - might have to travel to client locations as you grow in the system and take on larger prospects/ clients/ role (Mostly day trips).

- Must have handled in person interactions with Clients and not on remote basis

- Must be tech savy and should be able to understand technology terms and willing to learn high-level concepts.

- Self-Starter: You are motivated and ambitious and you pursue your work without the help or prompting of others

Technical Skills - Desirable:

- Conversant with presenting solutions to clients in any of the following programming domains ( knowledge of two or more of the following programming languages is highly desirable).

- Understanding of REST, Webservices and SOAP well.

- Experience with Business Intelligence tools would be a plus

- Flair for evaluating alternatives and deciding plan of action.

Responsibilities :

- Develop deep functional and technical know-how on suite of products

- Provide technical consultancy to customers

- Educate newly on-boarded customers on functional and technical aspects of products

- Ensure successful on-boarding of new customers

- Manage multiple implementation projects running in parallel by interacting with internal & external stakeholders.

- Assess and analyze client key performance indicators to identify strategic opportunities and client educational needs.

- Guide offshore team and impart knowledge

- Identify the needs within the client organization and recommend new product or service offerings and develop a plan to drive maximum utilization of products.

- Cultivate strategy based on products owned, client structure, and adoption issues.

- Contact clients, identify and perform assessments and create action plans to improve product usage. These should identify and include:

- Upsell Opportunities

- Educational Needs

- Assessments & Action Plan Executive Summary

- Consistent client engagement to execute action plan

- Escalation point for problem resolution