Team Lead Delivery Assurance On Demand

Job Description

Team Lead - Delivery Assurance - On Demand job in Chennai , TN , India at Urjanet No: of Posiitons: 3 Educational Qualification : Degree graduates in Computer Applications , Mathematics , Statistics , Economics , and Commerce from reputed Colleges Urjanet is seeking a high - performance Team Lead with a proven track record of spearheading SaaS implementation projects and ongoing customer relationship management. He / she will lead customer success initiatives by monitoring existing processes and keep the product , account management , sales and support teams focused on customer outcomes. The ideal candidate should have demonstrated the ability of formulating customer onboarding and retention strategies based on a strong understanding of customer success factors. Roles & Responsibilities 1. Ability to collaborate with peers in both business and technical areas , to deliver optimal business process solutions 2. An excellent communicator focused on customer service 3. Ability to understand current business processes and implement efficient business process. 4. Managing KRA and conducting regular 1 to 1 feedback 5. Performing QC for ensuring the accuracy of the data 6. Handling International call / speaking to Atlanta Team 7. Ensure KPIs are published and reviewed on a daily , weekly , monthly basis and perform analysis on any behaviours / processes that could impact on data integrity 8. Targeting to minimize the % of enrolled vs triage and increasing work performed What You ll Do Ensure adherence to existing processes & setting up appropriate dip sticks Facilitate root cause analysis for incident reports and identify continuous improvement opportunities in areas of people , tools , and / or process changes Collaborate with customer support teams to provide technical support for Urjanet s data feed and APIs Lead best practices for project management including planning , executing , monitoring , and closure of projects Manage a portfolio of customer accounts ranging from enterprise to small scale engagements Identify capacity requirements to support monitoring SLAs within customer contracts Collaborate with account management team for renewal , expansion and churn prevention activities Provide feedback to product management team by identifying key product changes to improve efficiencies and overall customer experience Coordinate with Urjanet s offshore teams to ensure data deliveries are on schedule , meeting quality standards , and SLA - compliant Develop , maintain , & improve processes surrounding customer acceptance of Urjanet data delivered Create / update internal & external documentation to help support all customer processes Support ongoing plan to delegate Atlanta support operations tasks to India as the company grows What We re Looking For Degree graduates in Computer Applications , Mathematics , Statistics , Economics , and Commerce Must have background in SaaS company / FinTech / BPO = 6 years of professional service with at least 3 years as a Team Lead on papers , solution implementation and / or technical support experience Software exposure such as Tableau , R and Power BI Experience in handling utility data and customer escalations Strong knowledge in RCA , KRA and Benchmarking Individual contributors with team handling experience also can Successfully managed multiple customer engagements simultaneously Experience with customer account / relationship management Experience managing large scale projects Proficient & hands on in Microsoft Office (Excel , PowerPoint & Word) Ability to adapt to changing work environments and priorities Very strong goal orientation , work ethic and sense of personal accountability High energy , passion , motivational skills , team building skills and a strong ability to work with minimal direction and guidance Experience in Banking &Financial Services , data aggregation , energy or fintech industry is a plus Applicants must be willing and able to work rotating shifts Experience working with and / or providing technical support for APIs is a plus Remind me to later Want to later Type your email address below to receive a reminder,

Keyskills :
managinglargescaleprojects rootcauseanalysis powerbi rootcause musicmaking teamhandling teambuilding dataintegrity customerservice customersupport microsoftoffice ullfinalsettlement businesspro