11+ Stakeholder communications Jobs in Bangalore (Bengaluru) | Stakeholder communications Job openings in Bangalore (Bengaluru)

Role and Responsibilities

1 The primary job of the incumbent is to detail and document all customer impacting processes.

2 He/ She shall also be the domain expert on credit card management system and be the interface for system enhancements as well as testing the functionalities prior to release of those enhancements into production

3  Document all customer impacting processes.

4 Discuss with all stakeholders to lay out the processes for the organisation.

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5  Discussion with stakeholders on business enhancements required on Credit Card management system and automation required on satellite systems/ End User computing systems.

6·Business Analysis for enhancements to the Credit Card Management System/ EUC systems.

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7 Lead the UAT for Credit Card Management systems/ EUC systems.

8 Define and execute test cases for code and product changes pending implementation.

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9 Research transactional data to identify anomalies and facilitate process improvement efforts.

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10 Manage/ Control the overall process depository.

Qualifications and Education Requirements

 SKILLS required

·       Deep understanding of the Credit Card life cycle.

·       Deep understanding of Credit Card Management systems (Cardpac, VisionPlus, Any )

·       2/3 years’ experience in a Credit Card Operations/ Service

·       Highly organized with strong communication, problem-solving, documentation, and presentation skills.

·       Bachelor’s degree preferred, but relevant years’ experience considered.

·       Experience with use case development and testing coordination.

·       Knowledge of process analysis and process efficiencies.

·       Proficiency in Microsoft Word and Excel.

Customer Happiness is one of our key differentiators. In this role you will be the customer champion for Exotel, thrive to create great customer experience while responding to customer inquiries, resolving their queries and ensure all the agreed SLA’s are met consistently. In this role, you will be working with internal and external stakeholders with high level of ownership on your deliverables with customer first approach.

Exotel is one of Southeast Asia’s largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew  from a 3 member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, 3.2 billion business SMS powered. Read our 2018 growth story https://2018.exotel.com/">here.

• You enjoy customer interactions and solving problems on behalf of our customers is something that you are passionate about.
• You enjoy resolving customer issues and providing feasible solutions.
• You have dual qualities of time management, patience and ability to speak to customers with confidence and conviction.
• You consistently thrive for excellence.

• You will be the voice of the Enterprise customer sand help customers with issues related to the platform. You will be responsible for addressing and resolving tickets from enterprise customers while adhering to SLAs.
• You will document customer pain points to help in process improvement. You will also surface customer feedback to product and engineering teams to drive improvements in the product.
• You will explore customer data to identify trends with the objective of issue resolution.
• You will resolve customer issues through process expertise without having to escalate to higher levels of management but also understands when higher level of authorization is required.
• You will effectively interact, collaborate and network with other departments to resolve customer issues, including account management, technical support, product and engineering teams.
• You will be working in different shifts so as to ensure the client issues are addressed on time.

• 2-5 years of experience in 24x7 customer support operations.
• You have experience in B2B Software support and understanding of Saas platforms
• You have excellent communication skills, ability to identify complex customer problems.
• You possess a sense of urgency for problem resolution and knows where to go for that resolution.
• You have the eagerness for learning and staying up-to-date on new product or policy changes.
• Start-up experience would be a plus.
• You should have working knowledge about APIs and ticket management tools (such as Freshdesk, Postman, Grafana…) will be a plus or a learning mindset.

• Designing and executing the learning calendar
• Working with external vendors for learning and engagement activities
• Identifying appropriate facilitators for various interventions
• Building strong connects with internal stakeholders for enhanced buy-in on programs
• Co-creating relevant content with internal teams
• Collating relevant feedback from various trainings
• Independently managing and coordinating for learning events/boot camps

Desired Candidate Profile

• Graduate/Postgraduate with 2-4 years of relevant L&D experience in a diverse and multicultural work environment
• Strong interpersonal, communication (written and verbal) and problem-solving skills
• Excellent stakeholder management
• Ability to work as an integral member of a diverse team
• Strong organization skills
• Ability to meet deadlines, prioritize assignments, and juggle multiple tasks simultaneously in a fast-paced, customer-focused environment
• Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint    

Responsibilities

• Actively seek out new sales opportunities through cold calling, networking and social media
• Set up meetings/demos with potential clients and understand their business
• Prepare and deliver appropriate presentations on products and services
• Participate on behalf of the company in exhibitions or conferences
• Negotiate/close deals and follow up in making websites live
• Collaborate with technical team on resolving customer issues
• Gather feedback from customers or prospects and share it with internal teams
• Form alliances and partnerships in the eCommerce ecosystem

Requirements

• Proven experience as a Sales Executive or relevant role for at least 2 years
• Experience in eCommerce/SAAS/Fintech/Tech industries
• Proficiency in English
• Excellent knowledge of MS Office
• Hands-on experience with CRM software is a plus
• Fast learner and passion for sales

• Interact with IT & BFSI companies for recruitment of trained candidates from the company.
• Develop and maintain top-level relationships with designated accounts to establish a clear and comprehensive understanding of customer needs
• Develop, expand, maintain and report on a pipeline of qualified recruitment opportunities.
• Design and implement strategies for expanding the company’s B2B segment.
• Build, mentor, and lead an effective B2B sales team.
• Conduct and host talks with Senior Management of corporates.
• Prepare operational, recruitment reports fortnightly and present them to senior management.
• Work closely with the Training Team and provide inputs on the latest requirements.
• Take initiatives, identify pain points, improvement areas, and work towards achieving a solution

Job Qualifications:

• Proficient Key Accounts portfolio management
• 4-6 years of B2B Sales experience
• Proficiency in CRM and lead management
• Education - MBA from premier institutes
• Efficient project management skills
• Excellent verbal and written communication skills
• Leadership alignment and experience, mentor and lead team
• Ability to work with data and uncover insights into the consumer mindset

Please find the JD below.

2   One Order framework and APIs, BADI Implementation, Implicit & Explicit enhancements, User exits, Customer Exits ,BSP Component Enhancement, GeniL and BOL Programming

3   ABAP Programming skills,  RICEFW elements, OOPS ABAP, Debugging skill

4   Abap interface using Web services, Configurations in SOAMANAGER, Basic understanding of XML

5   CRM Web UI Designing and Developments, AET tool, SQVI query

6   UI Framework & Configuration including Business Roles, Navigation Bar Profiles, Navigation Links

7   Experience on Smart Forms & mail forms and Develop/enhance smart forms

8   Knowledge on SolMan is preferable

Interview date F2F only on 1^st August 2019