Customer Success Consultant - Personalization

Designation : Professional Services Consultant

Reporting to : VP, APAC-MEA

Experience : 6+ years of relevant professional services or technical project management experience, with a preferred focus on Saas, and Retail or eCommerce.

Location : Bangalore, India

Education : Bachelor’s or Master’s degree with majors / minors in IT-related fields

Job Profile

The Professional Services Consultant leads the client onboarding, optimization and customer success projects for the Digital Experience and Marketing Products portfolio of Algonomy.

It is a collaborative client facting role that requires excellent communication and presentation skills (verbal and written) as it serves as the focal point of governance, coordination and troubleshooting. This role will be part of our best-in class professional services team that supports some of the biggest retail customers in the world. As consultant, you will also own Client success role to drive higher adoption, usage and business value for assigned clients.

Primary responsibilities

The Personalisation Consultant will be responsible for leading project implementations and all aspects of successful project execution in order to meet both technical and business objectives.

Such responsibilities include, but are not limited to :

Implementing and onboarding customers with Algonomy products as per project Scope, budget and timelines.

Understanding the customer’s goals, objectives, priorities and KPIs. Configuring product and improving solution performance to meet those KPIs.

Becoming a champion for our customer’s requirements and expectations and ensuring Algonomy’s readiness to deliver expected results

Explaining technical details during implementation and providing the technical guidance required

Validating and debugging the various parts of the customer’s implementation, such as product feed, java script or server-side API requests

Providing excellent service to our clients through timely execution, clear communication and creative thinking

Training our customer’s super users to fully know how to work in the product dashboard

Proactively audit, review and suggest changes to client to drive optimization, usage and adoption gaps.

Be the customer voice to internal stakeholders and drive resolution of support issues and product feature prioritization.

Continuosly engage with clients and focus on delivering business value and Retention.

The Personalisation Consultant must be open to expand beyond the defined role to help where needed. A candidate who wants to grow into a more strategic and thought leadership role will have the ability to learn such skills in this role.

Experience Required

Strong client facing and professional Consulting experience.

Knowledge of project management tools and methodologies. Able to produce and maintain detailed project plans, prioritise issues, escalate approprietly and manage many projects simultaneously

Analytical,critical thinking and ability to understand and interpret data

Understanding of presentation-layer web-development languages such as HTML, CSS and JavaScript.

Fluency in English (written and verbal). Excellent communication and presentation skills.

Technical and Domain Skills

Experience in SaaS, eCommerce and / or consumer-oriented online services. Ecommerce domain knowledge is highly preferred.

Client side (JavaScript Framework) and Server-side (APIs) integration is mandatory

Experience of running A / B, MVT testing

Proficient in online consumer analytics (e.G. analysis of online transactions, average order value, conversaion rates) and Web-based reporting. Proficiency in XL required

Expertise with web usability / UO / UX principles, including the design and implementation of user experience best practices in eCommerce

Experience with search engine technology and how to optimize search result for eCommerce is preferred

About the Company :

Algonomy helps consumer businesses maximize customer value by automating decisioning across their retail business lifecycle with AI-enabled solutions for eCommerce, Marketing, Merchandising, and Supply Chain. Algonomy is a trusted partner to more than 400 leading brands, with a global presence spanning over 20 countries. Our innovations have garnered recognition from top industry analysts such as Gartner and Forrester—more at