Senior Manager - Customer Success

  • 15th Floor, Urmi Estate, Tower A, 95, Ganpatrao Kadam Marg, Lower Parel (West), Mumbai- 400013, Mumbai, MH, India
  • Full-time

Company Description

We are part of Publicis Groupe, one of the oldest and largest marketing and communication organizations in the world. Headquartered in Paris, we have 80000+ employees who operate globally.

Founded in 2000, Indigo Consulting has offices in Mumbai, Gurugram, Bengaluru, and Vietnam. Our clients are based across India, Asia-Pacific, the Middle East, Europe, the USA, and Canada. Over the last 20 years, we have successfully implemented ground-breaking digital marketing campaigns for global brands. We’ve impacted varied industries, including Media, FMCG, BSFI, Technology, Telecom, Retail, and many more

We are India's leading Digital Business Transformation Company providing solutions in

5 core technology domains globally: -

1.        Enterprise Tech:

a.        Consulting Services

i.      Digital Business Transformation

ii.      Digital Process Re-Engineering

iii.       Technology Design Strategy

b.        Product Engineering

c.        Platform Modernization

d.        DB Modernization

e.        Cloud Migration

f.         DevSecOps & CI/CD

g.        Microservices

h.        VAPT and Load Testing

i.          Artificial Intelligence

j.          Block Chain

k.        RPA

3.       Data Tech

a.       Consulting Services

i.      Data Strategy

ii.      CDP Selection

iii.      Data Monetization Strategy

iv.       Single View of Customer Strategy

v.      Attribution Modeling

b.       Business Intelligence

c.       Digital analytics

d.       Single Customer View

e.       Loyalty

f.         CRM

2.       Experience Tech:

a.        Consulting Services

i.      Digital Experience Strategy

ii.       CX & EX Strategy

iii.       Platform Selection

iv.       Content Monetization

b.        Enterprise DXP & CMS

c.        Mobile

i.      PWA

ii.       Native (IOS & Android)

iii.       Hybrid

d.        Search

e.        Content Hub

f.         Accessibility

g.        Localization

4.       Commerce Tech

a.        Digital Consulting

i.       E-Commerce Strategy

ii.       Platform Selection

iii.       Build vs Buy

b.        Digital Commerce

c.        Mobile Commerce

d.        Social Commerce

e.        Conversational Commerce

5.       Martech

a.       Consulting Services

i.      Martech Strategy

ii.      Platform Selection"

b.       DMP

c.        Multi-channel Campaign Management

d.       Email Marketing

e.       Content Optimization

f.         Personalization

Job Description

About this Role:

Indigo Consulting is recruiting for MULTIPLE roles in the Customer Success organization as follows :-

·       Entry Level: Associate – Business Analyst & Customer Success

·       1-3 Years: Executive - Business Analyst & Customer Success

·       4-5 Years: Assistant Manager – Business Analyst & Customer Success

·       6-7 Years: Manager – Business Analyst & Customer Success

·       8-10 Years: Sr. Manager – Customer Success & Delivery Excellence

All position are based in Mumbai or Gurgaon, to partner with our software engineering and customer experience (CX) teams in India.

This is a 100% a client facing role to individually drive large web site build projects end-to-end, while collaborating very tightly with diverse teams internally

-You will be responsible for 4-5 technology projects delivery activities in an agile team setting

 

-Responsible for overall day-to-day delivery management of projects with the following SoW’s:-

o Technical & content maintenance support,

o SEO,

o Data Analytics

o Software Engineering (across stack like Node JS, React, Angular .NET etc)

o Web Technologies (Website, Mobile Apps)

o Website Re-imagination

o Content Platforms

o Microservices Development

-This role involves closely partnering with executives of global BFSI, Retail, NBFC, Healthcare, CPG brands.

- Deeply collaborate with internal Growth Org (BD; Sales, Marketing; PR), Strategic Alliances team (Technology OEM’s) and internal engineering & tech team members to build highly scalable and complex web technologies powered applications and engineer bespoke software applications.

- Prepare detailed project plans that meet customer requirements well leveraging cross- functional skills sets & coordinate across various horizontal & vertical teams to establish smooth execution during all project phases

- Adhere to the best-in-class standards of scope definition, timeline and budget throughout the entire execution of the project lifecycle and ensure success of the project and a delighted customer – every time.

- Complete ownership of the entire project delivery for the nominated project(s) and create Jira / Confluence / Zoho Projects as the single-source-of-truth for monitoring the health of the project and also action plans for stakeholder

- Manage escalations to ensure resolution

Job Responsibilities:

Take ownership of all key performance parameters to drive the operating revenue margin of all existing customers of Indigo Consulting – across the following project life stage(s)

1.Project Plan: Create an agile / hybrid project plan & gain sign-off from the client

2.UX: Along with UX Consultants execute

a. stake-holder interviews & present the analysis

b. IA rationale & strategy positioning & explanation

c. Wireframe value proposition to be presented and convince customer to gain sign-off with zero iteration

3. UI: Along with the interaction visual designer execute

a. Design language & tonality rationale & tying-up with Stake holder analysis

b. Rationale & visual design strategy

c. Present visual design

4. FEE: Explain to the mean-stack team of how VD’s micro interactions work

5.BEE: Explain to the back-end engineering team of template & component creations in the CMS system & what is the desired outcome

6.Testing: Work closely with the QC team to ensure builds go through all test-cases

7. Sprints: Run multiple sprints for multiple projects

8. Demo: Execute sprint demo’s to customer bi-weekly

9. Daily Stand-up: Execute daily stand-up meetings on multiple projects – both externally with customers & internally with all stake holders

Business & Technical Analysis

•  May act as a client proxy for agile teams; may also coach and support Product Owner(s)

• Manage multiple activities/projects under one or more clients

• Support/provide strategic direction related to processes and resolution paths

Support agile teams to groom and refine user stories and acceptance criteria to meet the agile team’s definition of ready.

• Provide well researched POV documents on a variety of solutions related to project work

• Analyze processes continuously for refinement; execute measures for optimization Project Management

• Continuously monitor project health via resourcing, profitability and burn rates.

• Works with clients to define KPI’s and meaningful metrics to report project health

• Works closely with Client Engagement and delivery teams to architect solutions that best meet client requirements

Leadership & Team Management

- Support creation of RFP responses with other teams within Indigo Consulting and new business engagement.

- Create/draft contracts and scopes of work.

- Manages internal teams and client relationships in alignment with Client Engagement team

- Maintain direct client relationships with Product Owners and client management leadership

- Coach, mentor and manage a solutions delivery team in the creation of business analysis tools/techniques and business requirements (i.e. user story mapping, process maps, rules matrices, mockups, textual requirements, user stories etc.)

- Serve as a key point of contact and liaison for cross-divisional teams, agency peers and management

- Support scoping and estimation exercises with Client Engagement teams

- Work with other PMs in the team for resource allocation

- Allocating tasks within project management tool such as Zoho

- Perform budgeting and timelines exercise to support pre-sales for existing and new business

Qualifications

Required Skills & Experience

- Must have delivered at least 2 large projects in .NET, Java or Open Source (Drupal) platforms in the last 1 year

- Master of agile software development methodologies, amongst other methodologies

- Experience in running or working with agile teams (preferably Scrum)

- Understanding of business requirements, user stories, and acceptance criteria

- Ability to provide proactive and assertive leadership in problem solving, managing financial success

- of projects, maintaining timelines, and reducing waste

- Strong interpersonal skills and able to resolve conflict with productive outcomes

- Ability to effectively work across departments with diplomacy and a firm understanding of other’s roles and perspectives

- Ability to manage multiple work-streams (projects) effectively and efficiently.

- Ability to view problems in context at the system level and align solutions with the strategic direction of our clients and company

- Experience with multiple application lifecycle management solutions

- Proactive, adaptable, and flexible

- Life-long learner, demonstrated commitment to continuous improvement

- Strong attention to detail

- Demonstrable ability to operate under tight deadline with complex business/technical solutions

- Ability to manage workload with minimal supervision

- Excellent written and verbal communication skills

- Sound knowledge of software engineering, UI and UX

- Ability to communicate effectively in both technical and non-technical terms

- Expert in PM tools (Zoho Projects, JIRA etc.)

- Expert in technical documentation (FSDs, BRDs & Use-cases)

- 4-6 years’ experience in delivery management of deep-tech, complex and large-scale digital projects

- Capability and proven experience of managing 3-4 delivery projects

- Delivery experience of fixed Price project management, with SLA’s and mile-stone based delivery

- Well-versed with quality assurance (QA) processes & tools

- Outstanding communication skills, both oral and written, and both technical and non- technical, and the ability to work with a diverse group of individuals in a professional and service-oriented manner

Preferred

 

- Bachelor’s degree in business administration, computer science, computer information systems, marketing, or equivalent experience

- Certification for or extensive experience of JIRA and Confluence

- PMP/PRINCE2 Certification

Track Record & Requirements

• Highly Process Driven

• Champion in automated project management (Jira, Zoho Projects & Confluence)

• Strong work ethic

• Clear Communicator

•  Detail oriented

• Collaborator & Contributor

• Minimum 1/ 4/ 8 years of relevant industry experience in software engineering projects / Web Technology Projects (Web site development & AMC’s / Mobile Applications / Content Management System (CMS) implementation / Microservices Development)

• Mandatory experience of at least 3 years in digital project delivery and BA roles, across multiple technology platforms

• Prior exposure to Enterprise Architecture, IT Infrastructure, CMMI, ITIL, Agile standard concepts, practices and procedures

• Prior exposure to multiple customers with complex IT & Digital landscape and highly agile business requirement

• Persuasive & passionate

• High work integrity,

• Strong communication & interpersonal skills for effective stakeholder management

• Strong tech documentation skills (FSD’s, BRD’s, CJM (Customer Journey Maps), Use-Cases)

• Willingness to travel occasionally within India and internationally.

Certifications

• Relevant Project Management / Agile Methodology / Technology / Architecture Certifications will be an added advantage to the qualifications.

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