Functional Expert - Business Process Specialist

Silverdaletech; Islamabad; On-site; PKR 8,349,568 - 13,915,947; Full time

Benefits offered by this job

Team building events

Monthly Movie Night

Opportunity for professional growth

Job summary

Silverdaletech is seeking a Functional Expert - Business Process Specialist to manage client delivery, ensuring commitments are met while keeping clients informed. You will engage in project tracking, client meetings, and managing service tickets while always striving for customer satisfaction.

This role requires effective communication, a passion for customer success, and the ability to manage multiple tasks. Join a great team and play a key role in contributing to the company's success.

Qualifications

• 2 years of experience in a customer success or account management role.
• Excellent communication and interpersonal skills.
• Technical experience in using CRM systems.

Responsibilities

• Manage client delivery end-to-end to meet commitments.
• Plan and track project deadlines, flagging risks.
• Triage new tickets and keep clients updated.

Skills

Communication skills

Customer relationship management

Technical proficiency with CRMs

Organizational skills

Attention to detail

Job description

Functional Expert - Business Process Specialist

Own client delivery end-to-end so Silverdale meets commitments and clients stay informed and satisfied. In this role, you will manage projects, tasks, and tickets; keep clients and the internal team aligned on priorities, risks, and SLAs; and strengthen partnerships through proactive communication and follow-through.

Key Responsibilities

As a Project Delivery & Support Specialist, you will be responsible for a blend of daily and weekly tasks designed to keep our projects on track and our clients supported

Projects

• Plan and track pathway deadlines; flag and elevate risks with mitigation plans (internal and client).
• Schedule and attend internal and client meetings as needed.

Tasks

• Prioritize work against client commitments; clearly communicate delays and updates.
• Align the internal team on priorities.

Tickets

• Triage new tickets, validate data, and set severity/escalation.
• Own first response, SLA tracking, and ongoing client updates on progress.

Client Engagement

• Run sponsor calls: agendas, notes, action items, and follow-ups (client and internal).
• Turn call outcomes into tickets and activities; close the loop on prior action items.
• Partner with delivery teams to meet SLAs and drive customer satisfaction.
• Facilitate client training following Silverdale processes, recordings, and virtual sessions.

Desired Skills and Experience

Required Experience

• 2 years of experience as an account manager or customer success manager, or equivalent experience in a customer relationship position
• A passion for communicating with customers and a drive for customer success
• Excellent communication skills, both to engage customers and your peers and management
• Technical experience in using CRMs and a willingness to quickly adopt new skills
• A willingness to learn and embrace new processes
• The ability to stay enthusiastic and positive, and focus on the long-term goals
• Organized and detail-oriented
• An ability to manage multiple tasks and accounts throughout each day

Bonus:

• Experience with Odoo ERP system

Personal Attributes:

• A highly motivated, focused self-starter (this isn’t a theory; it’s a must)
• Energized by human interaction, communication, and building relationships
• Well-organized, always looking to excel and over-deliver
• Able to methodically track progress, steps, and results
• Hungry to learn and excel at facilitating our client’s success
• An excellent communicator with the ability to resolve customer issues with grace
• Comfortable working in an entrepreneurial environment

What's great about the job?

• Great team of smart people, in a friendly and open culture
• No waste of time in enterprise processes, real responsibilities, and autonomy
• Expand your knowledge of various business industries
• Create content that will help our users on a daily basis
• Real responsibilities and challenges in a fast-evolving company

Each employee has a chance to see the impact of his work. You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as a day out with the whole Team, team building events, monthly Movie Night and much more