Implementation & Customer Experience Specialist

Emapta Global; Coimbatore District; Vor Ort; INR 600.000 - 900.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Mentorship and global exposure

Upskilling through Emapta Academy

Zusammenfassung

Emapta Global is hiring an Implementation & Customer Experience Specialist to guide global customers from ERP onboarding to everyday adoption. You will configure platforms, resolve complex data challenges, and accelerate user adoption across regions, acting as a bridge between product and customer success.

The role emphasizes data-intensive operations, training, and clear communication with operations managers, inventory teams, and directors.

Qualifikationen

• 3+ years in B2B SaaS support, software implementation, customer success, or similar
• Experience with complex data-intensive enterprise platforms (ERP, supply chain, inventory, MES)
• Strong English communication; professional tone for async/video calls with operations managers
• Advanced Excel/Sheets skills (lookups, pivot, data normalization, text parsing) and data handling

Aufgaben

• Serve as first line of support for customer tickets and inquiries
• Reproduce bugs, investigate data config issues, and guide users to solve errors
• Prepare escalation briefs with steps, tenant IDs and context for engineering
• Configure role permissions and seed realistic demo data for onboarding sessions
• Create/update release notes and translate updates into user-friendly summaries

Kenntnisse

B2B SaaS

Excel skills

SQL basics

Data preparation

Customer enablement

English proficiency

ERP/SCM experience

Tools

PostgreSQL

Jobbeschreibung

Guide Global Operations From ERP Onboarding to Everyday Adoption

Take enterprise technology from implementation to everyday impact worldwide. Join Emapta as an Implementation & Customer Experience Specialist, helping global customers configure platforms, resolve technical challenges, prepare operational data, and accelerate adoption. Become a strategic link between product and customer success while building a long-term international career alongside top 1% talent.

Your Gateway to Global Customer Experience

• Employment Type: Full-time
• Competitive package
• Medical life insurance
• Standard government and Emapta benefits
• Well-equipped, modern, and accessible offices
• Mentorship and exposure to global leaders and teams
• Diverse, inclusive, and supportive culture
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)

The Qualifications We Seek

• More than 3 years of experience in B2B SaaS support, software implementation, customer success, or a related customer-facing technology role
• Proven experience supporting complex, data-intensive enterprise or operations platforms, with experience in ERP, supply chain, inventory, accounting, or MES software preferred over consumer applications
• Exceptional spoken and written English communication skills, with strong empathy, professional polish, and tone control when communicating asynchronously or through live video calls with operations managers
• Advanced Microsoft Excel or Google Sheets skills, including advanced lookups, pivot tables, data normalization, text parsing, and error handling
• Proven ability to manipulate, clean, and prepare large CSV data exports
• Ability to work a dedicated six-hour daily window that overlaps standard U.S. Eastern business hours (9:00 AM-5:00 PM EST/EDT)
• Basic SQL literacy or strong aptitude to learn SQL within the first month to query PostgreSQL for support triage, preferred
• Prior experience with supply chain or ERP systems, preferred
• Experience creating software documentation or video walkthroughs, preferred

Your Daily Tasks

Tier 1/2 Technical Support & Triage

• Serve as the first line of support for customer tickets and product inquiries
• Reproduce reported software bugs and investigate data configuration issues
• Resolve user errors directly whenever possible
• Prepare clear escalation briefs with replication steps, tenant IDs, and relevant technical context when core engineering intervention is required
• Configure role permissions according to customer requirements
• Seed realistic personas and operational mock data
• Maintain active demo environments ahead of customer onboarding sessions

Training & Customer Enablement

• Conduct live video walkthroughs with client operations personnel
• Produce guided software tutorials through Loom
• Maintain module user guides and software documentation
• Update instructional materials with accurate and current screenshots

Customer Data Preparation

• Clean, map, deduplicate, and format customer legacy data exports
• Prepare item master records, bills of materials, vendor lists, customer sheets, beginning inventory counts, and other operational datasets
• Apply advanced spreadsheet techniques to prepare customer data before ingestion

Customer Release Notes & Communication

• Author clear and user-friendly release notes
• Translate product updates into accessible feature summaries
• Explain software changes clearly to non-technical operations managers, inventory clerks, plant directors, and other customer users

About the Client

Our client develops an AI-native enterprise operations platform that unifies finance, manufacturing, supply chain, CRM, quality, sourcing, treasury, and product lifecycle management. They combine ERP functionality, shared operational data, workflow automation, and embedded AI to replace fragmented business systems. Their technology helps organizations manage financials, inventory, production, orders, suppliers, compliance, and customer operations through one connected environment. With modular capabilities and integrated data, they give complex businesses greater visibility, traceability, control, and intelligence across their global operations.

Join the Top 1% Talent. A Better Career. A Better Life.

Join us at Emapta, and let your professional journey flourish in the heart of India's vibrant culture!

Recognized as one of Asia's rising tech and outsourcing destinations, we offer a wealth of opportunities to showcase your talent to the world. At Emapta, we connect you with global clients, giving you international exposure without leaving the comfort of your home country. With over 1,200 international clients and a decade of proven success, we provide a strong foundation for your career growth. Here, innovation, collaboration, and continuous learning are part of everyday life, and work-life balance is more than just a promise-it's a reality.