Delivery Manager-Presales Support

Delivery Manager will lead a team of 5 team members, manage a large portfolio of projects and provide presales support.

Ensure customer success by onboarding new customer and providing complete oversight for end-to-end project

implementation including project planning, requirements gathering, testing, risk and stakeholder management. Manage

post implementation support and engage with customers on their evolving business requirements for technology, data &

reporting and drive additional revenue by up-selling or cross-selling. Participate in new Business Development by

supporting sales team in pre-sales process.

Job Responsibilities

Account Management (Onboarding, Implementation and Support)

• Customer Engagement and Relationship Management

• Ensure customer success by driving the product implementation in a time-bound manner, and retention

through on-going support & customer engagement.

• Develop relationships with decision makers, senior executives, and partners within customer

organizations.

• Proactively engage with customers to ensure software adoption and handle any escalations.

• Responsible for overall customer satisfaction

• Customer onboarding and Implementation

• Drive Implementation project management & reporting both to customer and internal

• Analyze customer requirements, prepare and review BRD and FRD documents and get customer

approvals on the same. Requirements to include custom reporting and data migration.

• Coordinate with the internal tech team to configure/customize the solution as per the customer

approved requirements.

• Verify the requirements are properly implemented before confirming to the customer.

• Deliver product training to customers.

• Customer Support (Queries/Customizations/Data/Training)

• Manage post implementation support and ensure timely query resolution by assessing & providing

solution to customer support queries and customization requests.

• Provide ongoing data support services and training

• Maintain the SLAs: Track support/customizations requests and ensure timely & effective

communication/reporting to clients and internal stakeholders

• Ensure customer retention by reviewing the accounts periodically, providing direction/guidance to

accounts management team and regular reporting/communication to customers.

• Pre Sales Support

• Drive additional revenue by up-selling and cross-selling to existing customers.

• Participate in new Business Development by supporting sales team in pre-sales process - prepare

customer specific solution and deliver in-depth product demonstration.

• Deliver Proof of Concept for prospective clients including configurations and data support

• Team Management

• Lead a team of account managers, business analyst and data support specialist.

• Provide feedback and enforce corrective behavior in line with company culture

• Coordinate with onsite sales and account relations team

Skills & Competencies

• 5-10 years of experience in B2B enterprise customer account management, full project implementation lifecycle,

and having led a team of 3-5 people

• Domain: IT Software/SaaS Implementation in Private Equity / FinTech / BFSI Domain

• Ability to successfully deliver multiple complex IT projects simultaneously with strong attention to detail.

• Should have experience in Business Analysis, preparing BRD and FRD documents

• Above average MS Excel skills

• Educational background in Finance/Commerce is a must

• Ability to clearly communicate thoughts and ideas in person, over the telephone, and in written correspondence.

Speak before an audience in either a live meeting or web conference.

Education:

• BTech (Comp. Science) + MBA Finance

• BCom + MBA Finance

Others:

• Time zone: Will have to work with customers/team across different time zones given our global customer reach.

• Travel: May have to travel, as and when required, both domestic and international.

Location: Gurugram (Haryana), IndiaRole & responsibilities

Preferred candidate profile