Account Management (Onboarding, Implementation, Subject Matter Expert and Support)

Assistant Manager / Manager (Accounts Management) About PE Front Office ( www.pefrontoffice.com ) PE Front Office is the only comprehensive and integrated suite of products that has been developed with a focus on the front and middle office processes for alternative investment management. Our target customer includes – Private Credit/Debt, Private Equity, Venture Capital, Fund of Funds, Real Estate Funds, Limited Partners, and Fund Admins. Currently we have 100+ clients spread across 15 countries including US, UK, Europe, South Africa, Hong Kong, Singapore, and India Job Purpose Onboard new customers, drive the implementation process and support the customer on an ongoing basis. Ensure customer success by maintaining high levels of communication and applying project management principles. Manage post implementation support and engage with customers on their evolving business requirements for technology, data, and reporting. Job Responsibilities Account Management (Onboarding, Implementation, Subject Matter Expert and Support) · Customer onboarding and Implementation o Plan and conduct Kickoff meeting with the new customer o Drive the product implementation in a time-bound manner and be responsible for overall project management & reporting. o Analyze customer requirements, prepare BRD and FRD documents and get customer approvals on the same. Requirements to include custom reporting and data migration. o Coordinate with the internal tech team to configure/customize the solution as per the customer approved requirements. o Verify the requirements are properly implemented before confirming to the customer. o Hand hold the customer team through the implementation and data migration phase. o Deliver product training to customers. · Customer Support o Track requests/issues and ensure timely & effective communication/reporting is done with clients while maintaining the SLAs. o Query resolution by assessing & providing solution to customer queries in the moment or taking down details of issue & then connecting with technical team to provide resolution. o Record, maintain and report the customer query support transactions. · Adoption o Strategize the overall adoption plan with an end goal to ensure that the customer teams are actively using PE Front Office software. o Metric driven monitoring to track the usage of the software. o Continuous engagement with customer teams to drive adoption. o Cross Sell and Upsell Skills & Competencies · 0 - 3 years of relevant experience in either Software/SaaS Sales, IT Project Implementation, Business Analyst preferably in Banking Domain · Effective communication skills, logical and analytical skills · Ability to listen and document real & perceived customer needs. Education: - MBA Finance from a top-ranked college will also work. Commerce at school level will help (Finance Background must). Location: Gurugram (Haryana), India Show more Show less