Job
Description
Key Responsibilities - Onboarding & Implementation• Run discovery calls, product demos, and kick‑off workshops.• Configure accounts, import menus, and set up integrations (e.g., Swiggy API).• Build project trackers and rollout dashboards in Excel, ensuring milestone adherence.Training & Adoption• Deliver remote and in‑person training sessions for owners, managers, and frontline staff.• Create quick‑reference guides, videos, and FAQ sheets.• Monitor usage data; trigger interventions where adoption lags.Customer Support & Advocacy• Provide Tier‑1/Tier‑2 functional support via phone, email, chat, and on‑site visits.• Log issues, coordinate with Product & Engineering, and manage escalation timelines.• Champion customer feedback internally to influence roadmap priorities.Data Analysis & Reporting• Build and automate Excel dashboards (PivotTables, Power Query, Power Pivot, macros/VBA) to track health scores, churn risk, and upsell opportunities.• Present insights in weekly business reviews.Field Engagement• Travel to customer sites for go‑lives, health checks, and relationship‑building (approx. 8–10 days/month).• Represent Digitory at partner events, roadshows, and industry forums. Must‑Have QualificationsBachelor’s degree in Business, Hospitality, Engineering, or related field. 2+ years in customer success, implementation, or account management within SaaS, hospitality tech, POS, or related domains. Advanced Microsoft Excel skills (PivotTables, Power Query, Power Pivot, complex formulas; VBA/macros a plus). Proven track record of delivering training and driving product adoption. Excellent verbal & written English; proficiency in Hindi and/or regional languages is advantageous. Willingness to travel nationally on short notice; valid driver’s licence & personal mobility preferred. Self‑starter with strong problem‑solving, time‑management, and stakeholder‑influence abilities. Nice‑to‑HaveExperience integrating third‑party delivery platforms (Swiggy, Zomato, Uber Eats, etc.). Familiarity with CRM tools (HubSpot, Zoho, Salesforce) and ticketing systems (Freshdesk, Zendesk). Knowledge of SQL or BI tools (Power BI, Tableau, Looker). Success Metrics (First 12 Months)Onboarded Accounts: ≥ 95 % of assigned prospects live within agreed timelines. Adoption & Health: ≥ 90 % weekly active usage across key modules. Customer Satisfaction: CSAT ≥ 4.5/5; Net Promoter Score ≥ 50. Renewal & Expansion: Drive ≥ 10 % upsell revenue from book of business. What We OfferCompetitive salary + performance bonus. Travel allowance and daily field expense coverage. Health insurance for you and your dependents. Quarterly learning stipend (Excel certifications, customer‑success courses, etc.). High‑ownership environment with direct access to leadership and a clear career path into Senior CSM or Implementation Lead roles.
