hireejobs
Register for Job
Hyderabad Jobs
Banglore Jobs
Chennai Jobs
Delhi Jobs
Ahmedabad Jobs
Mumbai Jobs
Pune Jobs
Vijayawada Jobs
Gurgaon Jobs
Noida Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Senior Business Analyst Customer Experience

8.00 to 13.00 Years   Kolkata   02 Mar, 2020
VMware India
Job LocationKolkata
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaSales / BDGeneral / Other Software
EmploymentTypeFull-time

Job Description

Responsible for definition, implementation and optimization of Customer Success projects and best practices across optimizing for customer experience in VMware. Work with management, Business teams to help identify significant process automation & optimization opportunities that will enable VMware to establish next generation for customer success. You will align to different business functions, which may result in focus on a business area for a period.

Essential Functions (Tasks and Responsibilities):
  • Partner with business leaders to drive customer experience change, business transformation, and innovation in our Sales, Partner, Marketing and SaaS strategic objectives that will positively impact growth, customer satisfaction, productivity and operational excellence
  • Engage & collaborate with business leaders across one or more business functions in Sales, Channels, Pricing, Quoting, Order Management, SaaS, Fulfillment, Renewals etc.
  • Drive the overall VMware maturity in Customer Success capabilities in the Demand to Quote area, with specific focus on SaaS front - office capabilities
  • Drive major customer experiences initiatives by leading business owners to define future state processes by conducting process design/ requirements workshops. Map existing processes; lead definition of to - be processes, identify use - cases and build sequence diagrams.
  • Conduct experience design workshops
  • Conduct customer experience journey mapping workshops
  • Develop and define experience requirements, experience design, current and future state experience mapping, gap analysis
  • Collaborate with Business and IT to define roadmap to reach to - be state. Review, recommend and implement industry standard tools as appropriate to deliver scalable solutions
  • Collaborate with Business to define project benefit and success metrics.
  • Review and approve technical approach and design documentation
  • Ability to influence and drive senior leadership to making decisions
  • Worked successfully within a matrix management environment
  • High energy and comfort working in a fast - paced environment
  • Highly motivated, self - starter, and proven team player in a high achievement - oriented environment
Qualifications & Experience:
  • B.Tech or equivalent Bachelor s degree and preferably with MBA degree
  • 8+ years of experience as a customer success analyst, delivering enterprise wide projects with deep understanding in Demand to Quote, SaaS functional capabilities
  • Knowledge of Customer advocacy, customer satisfaction
  • Strong expertise in Experience Improvements and Process Optimization
  • Understanding of key performance indicators that helps in customer success
  • Strong expertise in Process Re - engineering, Process Optimization, Process Standardization and Automation, and exposure to Lean and Six Sigma methodologies
  • Ability to effectively communicate with Senior management
  • Able to operate in an Agile development methodology
  • You should be a self - starter, motivated individual and able to lead the team through ambiguous situations

Preferred Skills

Knowledge and experience on one or more of the below applications:

  • Customer Success
  • Customer Advocacy
  • Enterprise software company experience
  • SaaS
  • Sales/ Partner customer experience
  • IBM Blueworks
,

Keyskills :
agilecustomer relations documentationdelivery requirementskey performance indicators six sigmafront office

APPLY NOW

Senior Business Analyst Customer Experience Related Jobs

© 2019 Hireejobs All Rights Reserved