Perfios - Customer Success Engagement Manager/Techno Functional Consultant

Customer Success Engagement Manager/Techno-Functional Consultant

- Techno-Functional Consultant will focus on increasing client adoption of Perfios suite of products.

- In this role, you will serve as a key resource ensuring that clients successfully engage with the products and that they are realizing the full potential of the solutions. This will be accomplished by understanding the user journey, proposing and guiding clients on right Perfios products for clients, 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. 

- This position reports directly to the Director, Client Engagement.

Essential Responsibilities: Core duties and responsibilities include the following:

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

- Provide technical consultancy to customers

- Educate newly on-boarded customers on functional and technical aspects of Perfios 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.

- Identify the needs within the client organization and recommend new product or service offerings and develop a plan to drive maximum utilization of Perfios 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 - Involves webex and email interactions with customers

SKILLS :

Must have skills:

1. Presales/ direct customer interaction/ engagement management/ program management exp a must. He should be tuned to interact externally day in day out.

2. Excellent communication skills: presentation, facilitation, oral, written, listening and conflict resolution. Ability to interact with client/ prospects day in day out.

3. Flexibility in travel - might have to travel to client locations as he grows in the system and we give him larger prospects/ clients/ role (Mostly day trips).

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

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

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

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).

- Java, PHP, Python, c#

- Conversant with MySQL

- 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.

- Critical thinking

Education: BTech or BE in any field - A Must!

Experience: 3-5 years of prior experience in technical marketing of products/ solution consulting in the above language.

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

Yrs of Experience: 3-5 yrs