Job Description A Release Manager is responsible for overseeing the process of releasing product increments and hot-fixes and ensuring that it is delivered on time with high quality and with minimal disruptions. Essential Duties and Responsibilities: Planning : Involve in the product increment features planning or hot-fixes planning, defining product increment release versions and define the product increment release schedule. Coordination : Working with Engineering team, Product team, QA team, DevOps team, Operations team and other teams to ensure all aspects of release process are executed seamlessly. Act as the primary point of contact for all release-related communications, including updates to stakeholders, management, and external partners. Version Control : Manage the code movements to various code repository branches – main/ master, dev, qa etc. Tagging/labelling repository with release version once the code is merged in release branches of code repositories. Deployment : Managing the deployment process, including the distribution of product increments to various environments including development, testing, staging and production Monitoring and Reporting: Tracking closely the progress of the releases, resolving issues that may arise and reporting on release activities. Track release metrics, such as release frequency, success rates, and issues encountered, and report these to management. Documentation: Ensuring that all release documentation is complete and up-to-date. The documentation includes release notes which contains the notes about new features, hot fixes, known issues, limitations that are part of current release. Documentation includes tracking and updating of release versions, the deployment/upgradation plan in customer environment and the status of deployment/ upgradation. Risk Management: Identify potential risks in the release process and implementing strategies to mitigate them. Change Management: Manage change requests and ensure they are documented, reviewed, and approved in a structured manner. Release Policy and Process: Define and enforce release policies and processes, ensuring compliance and continuous improvement. Post-Release Activities: Organize post-release reviews and retrospectives, capturing lessons learned and identifying areas for improvement. Required experience: Bachelor's or Masters in Computer Science / Electrical Engineering or a related discipline 8+ years of professional experience in project management, OR 3-4 years of relevant experiences in release management or release engineering OR both. Knowledge of software development processes Strong project management and organizational skills Knowledge about Azure DevOps Experience in Release engineering or Release management roles involving release processes and execution. In-depth Knowledge and Experience in the following areas: Understanding of software product development and deployment processes Experience in working with version control systems. Experience in Microsoft Azure Git repository or Git Knowledge about CI/CD tools – Azure pipeline Experience in project management, agile tools – Azure board High level understanding of following tech stack Python, C++ Angular Docker, Kubernetes SQL Database Management Systems (Relational, Document) Additional skills: Excellent verbal and written communications skills Ability to coordinate and collaborate with cross-functional teams Ability to manage multiple releases Ability to adapt to changing priorities and manage tasks under tight deadlines
We are seeking a dynamic Customer Success and Services Operations lead to drive customer satisfaction, retention, and growth while optimizing operational processes across our customer-facing teams. This role combines strategic customer relationship management with operational excellence to ensure seamless customer experiences and scalable business operations. Key Responsibilities Design and optimize customer success processes and workflows Establish and track key performance indicators (KPIs) for customer success metrics Help with the implementation/configuration of customer success technology stack (CRM, CS platforms, analytics tools) Create standardized processes for customer onboarding, support escalation, and renewal management Develop customer segmentation strategies and playbooks Manage resource allocation and capacity planning for customer success team Data Analysis and Reporting Locate, gather, and organize relevant data from various internal and external sources. Ensure the accuracy, completeness, and quality of data by implementing data validation techniques and audits. Create comprehensive reporting dashboards for leadership and stakeholders Develop and maintain dashboards, reports, and analytics to track key performance indicators (KPIs) for Customer Success. Analyze data to provide actionable insights and recommendations to support customer retention and satisfaction initiatives. Support ad-hoc reporting needs and provide analytical support for ongoing projects. Cross-functional Collaboration Partner with Customer Success Managers and other stakeholders to understand business needs and translate them into process improvements and reporting solutions. Work closely with IT, Product, and other teams to ensure seamless integration of data systems and tools. Process Documentation & Maintenance Develop, document, and maintain standardized processes for the Customer Success team. Continuously review and refine processes to ensure efficiency and alignment with company goals. Create and update process documentation, manuals, and guides to ensure consistency and clarity. Qualifications Education: Bachelor's degree in business, Finance, Data Analytics, Information Systems, or related field. Experience: 7+ years of experience in a similar role, preferably within Customer Success, Professional Services, Operations, or Data Analytics. Experience with data management, reporting, and analysis tools (e.g., Excel, SQL, Tableau, Power BI). Experience in process documentation and improvement initiatives. Skills: Proficiency with CRM systems (Salesforce, HubSpot, etc.) Experience with customer success platforms (Gainsight, ChurnZero, Totango) Strong analytical skills with proficiency in Excel/Google Sheets and data visualization tools Excellent attention to detail and commitment to data accuracy. Proficiency in process documentation and workflow design. Effective communication and collaboration skills with cross-functional teams. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
We are seeking an experienced QA Architect with a proven track record of excellence in quality assurance leadership and strategic testing initiatives. The ideal candidate will have a minimum of 12 years of hands-on experience in software testing with strong expertise in test automation, architecture design, and team management. This role primarily focuses on strategic QA architecture with team leadership responsibilities. You will play a critical role in defining and implementing quality strategies, driving automation initiatives, and leading cross-functional teams to deliver high-quality software products to our customers. Responsibilities: QA Strategy & Architecture: Strategic Planning: Develop and implement comprehensive QA strategies, test methodologies, and quality standards aligned with business objectives and product roadmaps. Enterprise Test Architecture: Design and architect scalable, maintainable test automation frameworks and testing infrastructure across multiple product lines, platforms, and distributed systems. Technology Leadership & Innovation: Evaluate, select, and implement advanced QA tools, technologies, and methodologies including AI/ML testing and emerging technology validation frameworks. Quality Governance & Compliance: Establish quality governance frameworks, compliance standards (SOC2, ISO 27001, GDPR), and regulatory testing requirements across the organization. Automation Strategy: Lead the design and implementation of enterprise-level automated test solutions, including UI, API, performance, security, and end-to-end testing frameworks with CI/CD integration. Process Optimization: Establish and continuously improve QA processes, standards, and best practices across the organization, ensuring alignment with agile methodologies and DevOps practices. Regression Test Suite Strategy: Design and implement comprehensive regression testing strategies, including test suite optimization, test selection algorithms, and automated regression frameworks to ensure product stability across releases. Quality Analytics & Intelligence: Implement data-driven quality metrics, testing analytics, and quality intelligence dashboards to provide actionable insights for continuous improvement. Risk Management & Assessment: Conduct comprehensive quality risk analysis, develop mitigation strategies for complex software products, and establish quality gates for release management. Tool Ecosystem Management: Strategic evaluation, selection, and management of testing tools, third-party services, and costs. Cross-functional Collaboration: Work closely with engineering, product, DevOps, and customer success teams to integrate quality practices throughout the product development lifecycle. Team Leadership & Management: Team Leadership: Lead, mentor, and develop QA engineers, test automation engineers, and SDET professionals, fostering a culture of quality excellence. Resource Planning: Manage QA team capacity, skill development initiatives, hiring strategies, and career progression plans. Performance Management: Conduct performance reviews, set strategic goals, and provide technical and career guidance to team members. Stakeholder Communication: Present QA metrics, testing progress, quality insights, and strategic recommendations to senior leadership and executive teams. Budget Management: Oversee QA tools licensing, infrastructure costs and training budgets. Qualification: Experience Requirements: Bachelor's or Master's degree in Computer Science, Engineering, or related field. Minimum of 12 years of progressive experience in software testing with strong focus on product companies. Minimum of 8+ years in senior QA roles with architecture and strategic planning responsibilities. Minimum of 4+ years of people management experience leading QA teams. Proven track record of scaling QA processes and teams in fast-growing software product organizations. Technical Expertise: Strong hands-on experience with test automation frameworks and tools such as Selenium, Cypress, Playwright, Appium, TestNG, Pytest, etc. Advanced proficiency in scripting and programming languages (Java, Python, JavaScript) for automation and framework development. Extensive experience with API testing tools and frameworks (Postman, REST Assured, SoapUI, etc.). Hands-on experience with performance testing tools (e.g. JMeter) and performance engineering practices. Strong experience with CI/CD integration and DevOps practices using tools like Jenkins, GitLab CI, Azure DevOps, GitHub Actions. Experience with cloud platforms (Azure) and containerization technologies (Docker, Kubernetes) for testing environments. Knowledge of database testing, SQL proficiency, and data validation techniques. Experience with AI Model testing, including model validation, data quality testing, bias detection, and performance evaluation of machine learning models. Knowledge of AI pipeline testing, MLOps practices, and testing frameworks for AI/ML workflows and model deployment pipelines. Experience with RPA (Robotic Process Automation) testing and automation tools would be an advantage. Product testing experience across various domains (AI / ML, Desktop, Web Applications, enterprise software) would be an advantage. Process & Methodology: Deep understanding of product development life cycle (PDLC) and agile methodologies (Scrum, Kanban, SAFe). Experience with test-driven development (TDD), behavior-driven development (BDD), and shift-left testing practices. Strong knowledge of quality metrics, test planning, risk-based testing, and quality assurance best practices. Experience with compliance and regulatory testing requirements is a plus. Leadership & Soft Skills: Excellent analytical and problem-solving skills with attention to detail and strategic thinking capabilities. Strong communication and interpersonal skills with ability to work collaboratively across cross-functional teams. Proven ability to influence and drive change in complex organizational environments. Experience in mentoring, coaching, and developing technical talent. Certifications in quality architecture and leadership such as ISTQB Test Manager, Certified Manager of Software Quality (CMSQ), or equivalent architecture/leadership certifications are highly preferred.
As a dynamic Customer Success and Services Operations lead, your role is crucial in driving customer satisfaction, retention, and growth while optimizing operational processes across customer-facing teams. You will combine strategic customer relationship management with operational excellence to ensure seamless customer experiences and scalable business operations. **Key Responsibilities:** - Design and optimize customer success processes and workflows - Establish and track key performance indicators (KPIs) for customer success metrics - Help with the implementation/configuration of customer success technology stack (CRM, CS platforms, analytics tools) - Create standardized processes for customer onboarding, support escalation, and renewal management - Develop customer segmentation strategies and playbooks - Manage resource allocation and capacity planning for the customer success team **Data Analysis and Reporting:** - Locate, gather, and organize relevant data from various internal and external sources. - Ensure the accuracy, completeness, and quality of data by implementing data validation techniques and audits. - Create comprehensive reporting dashboards for leadership and stakeholders - Develop and maintain dashboards, reports, and analytics to track key performance indicators (KPIs) for Customer Success. - Analyze data to provide actionable insights and recommendations to support customer retention and satisfaction initiatives. - Support ad-hoc reporting needs and provide analytical support for ongoing projects. **Cross-functional Collaboration:** - Partner with Customer Success Managers and other stakeholders to understand business needs and translate them into process improvements and reporting solutions. - Work closely with IT, Product, and other teams to ensure seamless integration of data systems and tools. **Process Documentation & Maintenance:** - Develop, document, and maintain standardized processes for the Customer Success team. - Continuously review and refine processes to ensure efficiency and alignment with company goals. - Create and update process documentation, manuals, and guides to ensure consistency and clarity. **Qualifications:** - **Education:** Bachelor's degree in business, Finance, Data Analytics, Information Systems, or related field. - **Experience:** 7+ years of experience in a similar role, preferably within Customer Success, Professional Services, Operations, or Data Analytics. Experience with data management, reporting, and analysis tools (e.g., Excel, SQL, Tableau, Power BI). Experience in process documentation and improvement initiatives. - **Skills:** Proficiency with CRM systems (Salesforce, HubSpot, etc.). Experience with customer success platforms (Gainsight, ChurnZero, Totango). Strong analytical skills with proficiency in Excel/Google Sheets and data visualization tools. Excellent attention to detail and commitment to data accuracy. Proficiency in process documentation and workflow design. Effective communication and collaboration skills with cross-functional teams. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.,
Skan.ai is a leading process intelligence software company that empowers enterprises to optimize operations through AI-driven insights. We help organizations uncover how work gets done and transform processes for measurable impact. We are seeking a dedicated and proactive Site Reliability Engineer (SRE) & Support Specialist to ensure the robust health, stability, and availability of our infrastructure across all customer environments. This role is critical for maintaining optimal uptime for our core Skan components (VA, Cloud, and Gateway) and will serve as the primary technical point of contact for customers regarding technical issues, incidents, and service requests. Key Responsibilities System Health, Monitoring, and Automation Maintain the overall health, stability, and 24/7 availability of infrastructure across all customer environments. Proactively set up, monitor, and automate internal alerts and monitoring processes to ensure continuous oversight of system performance. Proactively resolve or escalate performance and availability issues to the appropriate internal teams. Ensure optimal uptime for the three core Skan components (VA, Cloud, and Gateway) through constant monitoring and proactive intervention. Incident Management & Support Serve as the first point of contact for all incoming technical issues, incidents, and service requests from customers. Manage the full incident lifecycle, including defining clear escalation paths, ensuring timely resolution, conducting thorough Root Cause Analyses (RCAs), and leading post-incident reviews. Develop and maintain clear support documentation and knowledge base articles for common issues. Qualifications & Skills Experience 3-5 years in an SRE, DevOps, System Administration, or Technical Support role, preferably in a cloud-native environment. Technical Proficiency Experience with monitoring and alerting tools such as Prometheus, Grafana, Nagios, or the ELK Stack. Proficiency in Linux/Unix operating systems and command-line tools. Familiarity with cloud platforms like AWS, Azure, or GCP. Understanding of containerization technologies like Docker and Kubernetes. Scripting skills for automation using Python, Bash, or similar languages. Knowledge of networking concepts and troubleshooting. Basic database administration skills. Core Competencies Problem-Solving: Strong analytical and problem-solving skills to diagnose and resolve complex technical issues efficiently. Proactive Mindset: Ability to anticipate problems and implement preventive solutions before they escalate into incidents. Customer Service: A strong commitment to providing excellent customer service and technical support to both internal and external stakeholders. Communication: Excellent verbal and written communication skills for effective interaction during incident management. Why Join Skan.ai? At Skan, we foster a culture of innovation, continuous learning, and customer success. If you’re a proactive problem-solver eager to ensure the stability and reliability of enterpriselevel infrastructure, we’d love to hear from you.
In the role of a Senior Data Analytics Manager at Skan, you will play a pivotal role in converting raw data into actionable insights that drive strategic decisions and enhance customer experiences. This position requires a unique blend of cutting-edge analytics, business strategy, and customer success to transform complex datasets into valuable insights that directly impact product evolution, customer success, and business growth. As a hands-on professional, you will be responsible for designing and implementing advanced analytics frameworks, developing intuitive dashboards, and extracting critical insights for measurable business outcomes. **Key Responsibilities:** - Lead the analytics revolution by designing and implementing both descriptive and prescriptive analytics - Architect and deliver sophisticated customer-facing dashboards translating AI-powered process intelligence into automation opportunities - Pioneer industry-specific analytics frameworks highlighting AI's potential in optimizing business processes - Conduct deep-dive analyses to enhance AI models and drive continuous product improvement - Enhance data visualization to make complex insights immediately actionable - Partner with customers to craft analytics solutions delivering tangible ROI and aligning with strategic objectives - Collaborate across teams to influence Skan's AI platform roadmap based on real-world analysis and feedback - Champion data governance and establish best practices for managing AI-generated insights - Drive innovation with data science teams to enhance machine learning models and develop advanced analytics capabilities - Build and inspire a high-performing analytics team focusing on ownership, curiosity, and AI-driven problem-solving **Qualifications Required:** - 10+ years of hands-on leadership in business intelligence, advanced analytics, or data science - Expert-level proficiency in Databricks or Snowflake, Microsoft Power BI, and Tableau - Advanced SQL skills with experience in modern data warehousing architectures - Strong Python capabilities for data manipulation in AI/ML environments - Track record of creating intuitive, AI-enhanced dashboards communicating complex insights - Experience in business process analysis and generating actionable intelligence for automation - Autonomy with the ability to drive projects independently while collaborating across functions - Strategic analytical mindset focused on converting data into measurable business impact - Excellent communication skills for translating complex AI-powered data narratives into strategic recommendations - Bonus experience in process mining, AI-driven analytics, value engineering, or automation intelligence If you are passionate about shaping the future of AI-powered analytics, enjoy hands-on data work, and seek to be part of a company revolutionizing process intelligence through AI, then this role at Skan is the perfect fit for you.,
As a seasoned Director of Solution Delivery & Technical Account Management, your primary responsibility will be to lead technical delivery and executive engagement for complex, mission-critical, cloud-hosted, and hybrid solutions deployed at Tier-1 BFSI clients. You will serve as the Technical Account Owner, overseeing the end-to-end solution lifecycle from onboarding to ongoing operations, ensuring client satisfaction and seamless execution. Your role will also involve acting as the single point of accountability for technology and infrastructure decisions, fostering trusted partnerships with senior client stakeholders. Key Responsibilities: - Act as the single point of technical accountability for customer solution deployments. - Own and manage technical relationships with client stakeholders, including CIOs/CTOs, Enterprise Architects, Security, Compliance, and Infrastructure leaders. - Translate BFSI business needs into scalable, secure, and compliant solution architectures. - Align solution implementation with client IT policies, security requirements, and governance standards. - Lead cross-functional delivery teams to ensure timely and high-quality rollouts. - Oversee hybrid deployments across public cloud (AWS, Azure, GCP) and on-premise data centers. - Drive architecture discussions, solution blueprints, and system design reviews. - Define, commit to, and deliver on program roadmaps, milestones, and success metrics. - Serve as the escalation point for technical issues, ensuring transparent and timely resolution. - Provide executive-level briefings, health checks, and continuous improvement plans. - Lead situation management and war-room efforts during high-stakes solution rollouts. - Partner closely with Customer Success, Sales, and Engineering leadership to ensure account growth, renewals, and client advocacy. Qualifications: - 12+ years of experience in Technical Account Management, Solution Delivery, or Customer Success with BFSI or enterprise clients. - 5+ years in a leadership capacity managing technical delivery or client-facing teams. - Familiarity with Cloud technology frameworks and Network security design is a plus. - Proven success engaging with C-level executives in large, complex enterprises. - Expertise in cloud-native platforms, hybrid architectures, APIs, and security/compliance requirements. - Exceptional communication, negotiation, and executive presentation skills. Preferred: - Prior experience with PaaS/SaaS solutions in BFSI. - Knowledge of financial compliance standards (e.g., PCI-DSS, SOC2, ISO 27001, GDPR, RBI/FDIC) is a plus. - Track record of driving customer adoption, retention, and expansion.,
As a Customer Success Manager, you will be responsible to manage the full life cycle of customer journey resulting in customer satisfaction, revenues, and profitability goals. In this role, you will build trusted advisor relationships with your clients through deep understanding of their problems, demonstrable product and business process knowledge, highest quality of Skan implementations and solutioning. Our Customer Success Managers will focus on expanding our offerings within customer accounts, increase customer retention, solve customer issues, and drive customer satisfaction. We're looking for a customer-focused leader with success in delivering exceptional client satisfaction and complex process transformation programs. What You’ll Do: Lead Program Management across all phases of engagement from onboarding, implementation, training, and ongoing support Learn and implement Skan customer success model including customer value management methodologies – Lead clients through value discovery, value enablement, value delivery and validation phases of implementation Own Skan ROI and business outcome and report on key metrics like NPS, CSAT, Gartner peer and ROI Manage all aspects of project delivery – planning, reporting, coordination and risk management including governance Develop deep expertise in Skan product – technology, implementation and configuration Understand customer organization, business processes, pain areas, business goals, and collaborate with internal Skan teams to develop Skan solutions and present them to achieve Skan product adoption growth Build relationships across business owners, technology leaders and vendor management Monitor and achieve goals around Skan adoption, license usage, business outcomes delivery, renewals and revenue expansion Build and share customer case studies , project learnings and radiate within other teams Gather Intelligence on customer initiatives, priorities, and Leadership directions Manage license renewals in partnership with Sales Provide Executive briefings and status updates Report and track all metrics in the customer success management tool Manage Program governance activities like monthly and quarterly business reviews with executive stakeholders Organize customer onboarding, change management and training/certification Collaborate with Skan marketing, product management and executive teams to organize knowledge sharing, best practices and discovery workshops What You’ll Bring Need to have Bachelor’s Degree in technology or management 8+ years of professional experience preferably in customer success management, relationship management, value delivery or consulting Must have experience in business process design or intelligent automation or related areas Industry knowledge and experience in delivering Digital Transformation Initiatives Leadership skills and an ability to connect with customer 4+ years’ experience in the banking and financial services, Insurance or healthcare verticals managing client relationships and delivery Nice to have Strong interpersonal skills Strong organization and presentation skills A propensity for relationship building Professional experience in Financial Services and/or Insurance