Client Success Engineer

POST A RESUME HR Consultancy; Vadodara; On-site; INR 300,000 - 420,000; Full time

Job summary

POST A RESUME HR Consultancy is seeking a customer-focused Project and Support Specialist to manage customer projects, coordinate with clients and internal teams, and deliver project plans and regular updates.

The role requires an engineering graduate with basic computer knowledge and at least two years in customer support, strong communication and analytical skills, and experience in creating reports and conducting trainings.

Qualifications

• Engineering graduate with basic computer knowledge, preferably in software.
• Minimum 2 years of experience in customer support.

Responsibilities

• Ensure orders have all required information and can be fulfilled in the specified timeframe.
• Complete the Discovery phase.
• Coordinate with customers and internal teams to complete the project on time.
• Create project plans and send regular reports to customers.
• Receive calls and resolve cases escalated by customers and First Level Support.
• Provide solutions within an optimal time frame.
• Log all activities against the customer account/cases.
• Document problems and resolutions using Knowledgebase Articles.
• Create/Modify Crystal reports.
• Plan, package and deliver trainings for customers remotely or onsite.
• Prepare presentations and videos for complex options.
• Train First Level Support.
• Regular daily/weekly reports to management.
• Analyze and create project specifications.
• Data setup based on specifications.
• Code/release testing and quality assurance.
• Maintain standards compliance.

Skills

Analytical

Communication skills

Interpersonal skills

Problem solving

Time management

Education

Engineering degree

Tools

Crystal Reports

Job description

Key Responsibilities in the role:

Customer Project Management

• Ensuring that the order has all the required information and can fulfil the order in the specified timeframe.
• Completing the Discovery phase.
• Coordinating with the customers and the internal teams to complete the project in a timely manner
• Creating Project Plans and sending regular reports to the customers

Customer Service

• Receiving calls (whenever requested) and resolving cases escalated by the customers as well as resolving cases escalated by First Level Support
• Ensuring we provide solution within an optimal time frame
• Logging all activities against the customer account/cases
• Ensuring service is paid for
• Documenting problem and resolution using Knowledgebase Articles for quick reference/response in future
• Creating/Modifying Crystal reports

Training

• Planning, packaging and delivering trainings for customers remotely or onsite
• Get the customer acclimatized with the workings of Company (using trials and demos with programs and data on the Terminal Server)
• Preparing presentations and videos for the complex options
• Training First Level Support

Management

• Regular daily/weekly reports to the management Data Projects
• Analyze and create Project specifications
• Data Setup based on specifications.
• Code/Release Testing and quality assurance
• Maintain standards compliance

Qualification and Experience

Engineering graduate with basic computer knowledge, preferably in software Min 2years of Experience of Customer Support

Soft Skills

• Analytical, design and troubleshooting
• Research and analysis
• Excellent communication and interpersonal skills
• Ability to accomplish assigned tasks with minimal supervision

Working Hours/Timing: 9:30 AM to 6:30 PM - 5 days