Head of Delivery & Solutioning - Supply Chain

We have expanded in the Middle East region, starting with Saudi Arabia, and South East Asia, starting with Malaysia as our initial international bet and we are deeply committed to invest in these markets. Currently we have ~500 large and mid size enterprise customers across these markets who use our SaaS platform. Our plan is to expand to other countries working closely with Government bodies as they mandate e-invoicing. Our future expansion will be in other countries in GCC and Europe.

Given our rapid client acquisition engine, we are building up a series of adjacent business software offerings for our network of businesses. We plan to add supply chain financing, payments and lending to our product portfolio.

Please refer to brief company profile here

Drive Clear s delivery, customer engagement & solutioning charter across Vendor Portal, Invoice Processing, Payments & Discounting modules. Responsible for Presales, Solutioning & Delivery function for Supply Chain Solutions and responsible for supporting sales, customer onboarding and success, integrations and managing the support teams. Drive customer delight by understanding their business challenges and creating value through Clear s Supply Chain solutions.

1. Client Acquisition: Work closely with the sales team to understand customer business and processes and design solutions to cater to expected customer outcomes.

2. Client Retention: Lead the team to achieve GRR targets through exceptional customer engagement and delivery of Clear s solutions.

3. Client Expansion and References: Become the partner of choice for the client team, create stickiness and grow NRR. Leverage the deep relationships and success stories for references that grow Clear s business

4. Team Management: Groom the individual contributors to become solutioning & delivery superstars and leaders. Build the right delivery discipline, process and habits that become the foundation of a winning delivery team.

TA owner to drive coverage by talking to panelists

1. Neeraj Khandelwal

1. Role fitment (Experience & Executive Presence)

2. Process Excellence & Customer Focus

3. Technical Expertise

4. Ownership & Accountability

2. Vatsan -

1. Technical Expertise & fitment

2. Influencing and Communication

3. Role Sell

3. Vishnu Iruvanti

1. Influencing & Communication

2. Ownership & Accountability

3. Leadership

4. Archit Gupta

1. Bar raiser - Any 2 competency

2. Cultural Fitment

Priority Competency:

• Domain Expertise across Supply Chain (AP SME)

• Process / customer success rigor

• Hunger and drive to win in a startup environment

Pre-Mortem:

• Companies: hire from the right companies so that we have right domain expertise in Supply Chain Solutions and Processes

• Leadership: Must have team management experience. We do not need to focus on a very large span but at least manage 10-15 team members. Must have business acumen and focus.

• Process: We want individuals with high process rigor. Our Delivery function is highly process oriented and this trait is important to drive customer success in short and long term

• We are looking for an individual who can act as subject matter expert in Accounts Payable and Supply Chain (Procure-to-Pay) processes.

• Reporting under Delivery leadership, this individual will act as SME and provide guidance to a team of customer success executives to ensure smooth onboarding and support for Customers.

• Will lead the presales/solutioning function for Supply Chain Products and work closely with the sales team to design solutions to solve for customer requirements

• This individual will work closely with other functions (Product, Sales, Integrations) within ClearTax

• Proactive Relationship Management:

• Build and maintain strong relationships with key stakeholders across customer organisations, including CXOs/ Key decision makers, Finance / IT leadership, and business users

• Deeply understand each customers unique challenges, processes and business

• Maintain clear and consistent communication with customers across all levels, effectively managing expectations and ensuring transparency throughout the customer lifecycle

• Driving product adoption and customer success:

• Collaborate with Customer Finance teams to ensure onboarding, training and usage of the Supply Chain products

• Consult with customers to understand as-is Procure-to-Pay, Accounts Payable, Vendor Management, Supply Chain Financing processes and help create to-be processes post deployment of AP platform

• Help customers in internal change management and ensure customer success in adoption of the platform

• Product Feedback and Development:

• Synthesise product feedback from multiple customers and partner with product team for enhancements

• Work with Customers to redesign processes to adopt to product features and capabilities for optimal usage

• Communicate and help in deploying product enhancements in customer environment

• Customer Support:

• Manage support team members on Supply Chain product troubleshooting and AP processes deployed across customers
  

• Implement best in class documentation for support teams on Supply Chain product to enable superior service and quick resolution of customer issues and queries

• Lead to provide solution to issues reported with higher complexities and ensure timely and high quality resolution

• Minimum 8-10 years of experience in Supply Chain/Accounts Payable (PTP tower) in a shared services environment or with Supply Chain software provider

• Deep understanding of AP sub processes including vendor master, invoice processing, payments etc

• In Depth understanding of Procure-to-Pay processes, Invoice life cycle management and processing (both PO and Non PO)

• High-level technical aptitude to understand our products and how they serve customer needs

• Proficiency in AP processes in SAP is required

• Exposure to GST in Indian AP environment is desired

• Exposure to Quality Tools - lean, Six Sigma (preferred)

• Strong analytical and problem-solving skills.

• Excellent communication skills and ability to work collaboratively in cross-functional teams.

• Attention to detail and a commitment to data accuracy.

• Bachelors degree in Accounting (with CA preferred)

• Ability to work in extremely high pace environment with cross-functional collaboration