Job description :

- Proactively maintains SME knowledge of all SIO products and services.

- Interacts with customers, both in writing and over the phone.

- Sets and manages customer expectations with regards to project timelines and deliverables.

- Create standard customer communication templates (results email, standard definitions of matched categories, file summary, kick off meeting decks, project plans, etc.).

- Build customer confidence, delivering a higher quality customer experience.

- Partner with Customer Success Managers in customer facing conversations to lead the delivery and timeline of contracted solutions.

- Gathers customer requirements and obtains any required files or documentation needed for onboarding or delivery of the contracted products and services.

- Collaborate actively with onshore and offshore product operations personnel to ensure implementation activities are prioritized effectively, timelines are set, and delivered on-time.

- Establish the process, project plan, and timeline for a standard implementation of each of SIO s product offerings.

- Delivers an exceptional customer experience for assigned project implementations

- Defines the learning requirements and develop the instructional design for product trainings and user guides.

- Lead coordinator for product migrations and new product implementations.

- Collaborates and liaises with all internal teams (onshore and offshore) involved in the product migrations and new product implementations to:

1. Coordinates project activities, resources, information, and timelines.

2. Raises and escalates project-related issues and related mitigation plans to the attention of the .Customer Success Manager and management in a timely manner.

3. Document, tracks, monitors, and reports all assigned project-related tasks and issues through completion and/or resolution.

4. Keep customers and Customer Success colleagues informed of project status, achievement of milestones, etc. on a proactive basis.

5. Ensures assigned implementation and migration activities are prioritized effectively, timelines are set, and delivered on-time.

- Performs dedicated customer trainings as part of onboarding and general user training.

- For assigned internal projects, project manage key initiatives by developing the project plan, assigning resources, and facilitating the team to hit timelines and set goals.

- Identify improvement/innovation opportunities based on customer feedback or one's own analysis.

What You ll Need to Succeed:

- Degree, Certification, or equivalent experience

- 7 years of customer service experience across a variety of platforms.

- Working knowledge of the most current technologies and products used in the industry.

- Strong record of customer satisfaction across various computing platforms.

- Manager level experience.

Must Have :

- Customer facing experience

- Experience working with US Fortune 100 companies for end-to-end implementation and customer onboarding

- Excellent oral written communication skills

- Strong experience in MS - Office

Key Skills - Training, Customer satisfaction, Industrial design, Project management, Project planning, Customer service, Customer experience, Management, MS Office, Software implementation

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