Perfios Software Solutions - Manager - Customer Success (4-10 yrs)

JD:

- Perfios helps in re-modelling financial processes in Banks and other Financial Institutions by automating financial data aggregation, cleansing and analysis. Perfios 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, analyse 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.

- Open API Solutions are solutions built on open rails such as Account Aggregator (AA), Open Credit Enablement Network (OCEN), etc. These solutions are deployed for various banks both on cloud and on-prem.

- We are looking for application support resources who can work from bank's premises in Delhi and perform the application support for Perfios solutions.

What you'll do:

- Be the product expert with an in-depth understanding of product features, constraints and limitations and offer product integration solutions.

- Managing the customer success team day-to-day function, ticket management, handling escalations and working closely with L1 and engineering/product team

- Organizing team roles and evaluating employee performance

- Work closely with clients for support needed during product integration and post Go-Live for queries, requests and any other consulting wrt the product.

- Engage with cross functional team Business development, client servicing for feedback/queries/requests on product and align with product development and project management teams for proactive and prompt closure within the defined SLAs.

- Assist product managers in documentation, creating SOPs and knowledge base of the product

- Understand the business requirements and identify gaps in different processes and execute process improvement

- Handle queries/change request and provide solutions and prioritize them for the development team

- Drive user stories/JIRA tickets according to the requirement

- Prepare functional documents (BRD and FRD) wherever required

- Monitoring the dashboards and alerts

- Be the domain expert for the sectors you are researching. Provide the strategy and Business Development teams with a complete understanding of customer feedback on existing products in that sector, competitive drivers, and market dynamics.

What you'll need:

- Bachelor's degree or equivalent, Masters preferred but not necessary

- 4-6 years of research or other relevant industry experience

- Exceptional communication skills