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322 Security and Intelligence Services (India) Jobs
Associate Director, Quality Engineering
Security and Intelligence Services (India)
posted 6d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
What s in it for you:
SP Global is seeking experienced product specialist to join its EDM team. is responsible for building and maintaining strong relationships with clients to ensure they derive maximum value from a companys products or services. This role focuses on customer satisfaction, onboarding, retention, and support, aiming to enhance the overall client experience and drive long-term partnerships. You will Manage and mentor a team of Client Success team members, providing guidance, coaching, and performance feedback.
SP Global is seeking experienced product specialist to join its EDM team. is responsible for building and maintaining strong relationships with clients to ensure they derive maximum value from a companys products or services. This role focuses on customer satisfaction, onboarding, retention, and support, aiming to enhance the overall client experience and drive long-term partnerships. You will Manage and mentor a team of Client Success team members, providing guidance, coaching, and performance feedback.
Responsibilities:
- Client Onboarding :
- Guide new clients through the onboarding process, ensuring smooth and efficient integration of products or services.
- Oversee the management of some of the key client accounts and work to ensure that clients are achieving their desired outcomes from the product or service.
- Reviewing the client configurations for functional correctness and performant in Pre-UAT stage for better client experience.
- Assist in testing and quality assurance processes to ensure that the product meets industry standards and customer expectations.
- Team Leadership Development :
- Manage and mentor a team of Client Success team members, providing guidance, coaching, and performance feedback.
- Set clear goals and expectations for the team, ensuring alignment with company objectives.
- Identify opportunities for team training and development to continuously improve skills and knowledge.
- Client Success Strategy :
- Develop and implement client success strategies to drive customer satisfaction, retention, and growth.
- Oversee client onboarding, ensuring clients understand how to utilize products/services to meet their business goals.
- Act as a strategic advisor to clients, helping them maximize the value they receive from products/services.
- Relationship Management: Establish and maintain positive, ongoing relationships with clients, understanding their goals and providing proactive support.
- Customer Success :
- Address client inquiries, troubleshoot issues, and resolve concerns in a timely and effective manner.
- Product Guidance Education :
- Educate clients on product features and best practices to help them maximize value.
- Performance Monitoring :
- Track and assess client usage, success metrics, and satisfaction, identifying areas for improvement or potential challenges.
- Client Retention:
- Feedback Collection :
- Gather client feedback and insights to drive product improvements and refine client success strategies.
- Provide regular reports to senior management on client success metrics, team performance, and potential risks or opportunities.
- Reviewing the client configurations for functional correctness and performant in Pre-UAT and Production stage for better client experience.
- Develop deep knowledge about the products features, benefits, and technical specifications to effectively communicate with customers.
- Work closely with PS, Support, Product, and other teams to ensure a seamless client experience and that feedback is shared and acted upon.
- Reach out to clients, assess their needs, and ensure satisfaction with services or products.
- Process Improvement :
- Continuously review and refine client success processes to increase efficiency and improve client satisfaction.
- Foster a culture of continuous improvement within the team to ensure best practices are followed.
What We re Looking For:
- Experience: Minimum of 10-18 years of experience in software testing, with at least 3+ years focused on test automation.
- Familiarity with client success or support frameworks is a plus.
- Previous experience in customer service, account management, or a client-facing role (typically 7-8 years).
- Team management and organizational skills
Basic Qualifications:
- Ability to deliver products in a dynamic, fast-paced environment.
- Strong analytical abilities to identify customer pain points and provide tailored solutions.
- Ability to troubleshoot product issues and work with development or engineering teams to resolve them.
- Ability to create clear documentation, user guides, and product presentations.
- Strong verbal and written communication skills to interact with customers, sales teams, and cross-functional teams.
- Skilled in handling customer inquiries, troubleshooting issues, and providing solutions in a timely and empathetic manner.
- Experience and in depth knowledge on enterprise level ETL. Experience on EDM tool is a plus.
- Strong knowledge of SQL for query optimization and Experience with SQL Servers.
- Experience in Quality assurance of the product, both functional and performance.
- Knowledge of at least one automation tool (Selenium, WebIO, Appium, or similar).
- Knowledge of performance testing tools such as JMeter, LoadRunner, Gatling, or similar.
Employment Type: Full Time, Permanent
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based on 1.3k employees
Flexible timing
Monday to Saturday
Within city
Day Shift
Security and Intelligence Services (India) Benefits
Health Insurance 
Job Training 
Soft Skill Training 
Free Transport 
Team Outings 
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