Windowmaker Software - Customer Success Specialist

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 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 Planning, packaging and delivering trainings for customers remotely or onsite.
• Get the customer acclimatised with the workings of Windowmaker (using trials and demos with programs and data on the Terminal Server).
• Preparing presentations and videos for the complex options.
• Training First Level Regular daily / weekly reports to the Projects :
• Analyze and create Project specifications.
• Data Setup based on specifications.
• Code / Release Testing and quality assurance.
• Maintain standards : 3-4 B.Tech or B.E in Computer Science with basic computer knowledge and strong skills in MS Excel and SQL, preferably in Skills :
• Analytical, design and troubleshooting.
• Research and analysis.
• Excellent communication and interpersonal skills.
• Ability to accomplish assigned tasks with minimal Type : Full-time.

(ref : iimjobs.com)