Company OverviewBenchmark staffngs is a small, dynamic staffing company based in India, specializing in IT Services and IT Consulting. With a dedicated team of 2-10 employees, we are committed to providing exceptional staffing solutions. We pride ourselves on our strong relationships within the IT industry and our ability to match talented professionals with the right opportunities. For more information, visit our website at <a href="http://benchmarkstaffings.com" rel="noopener noreferrer" target="_blank">benchmarkstaffings.com</a>. Job OverviewWe are seeking a Senior Customer Engagement Manager based in Pune for a full-time, hybrid position. This role requires 8 to 15 years of experience in managing customer relationships and driving engagement. The ideal candidate will have a strong background in customer success and possess the ability to enhance the customer experience through innovative strategies in upselling, cross-selling, and engagement. Qualifications and Skills<ul><li>A minimum of 8 years of relevant work experience in customer success management, with a proven track record of success.</li><li>Proficiency in customer engagement techniques, with the ability to develop and implement effective strategies.</li><li>Demonstrated experience in upselling and cross-selling, with a strong focus on achieving sales targets.</li><li>Exceptional communication and interpersonal skills to build and maintain productive relationships with clients.</li><li>Strong analytical skills to assess customer needs and tailor solutions to enhance their experience.</li><li>Ability to work collaboratively in a team environment while also thriving as an independent leader.</li><li>Proven experience as a Customer Success or Customer Experience Manager is highly desirable.</li><li>Adaptability to work in a hybrid work environment while managing responsibilities effectively.</li></ul> Roles and Responsibilities<ul><li>Develop and maintain strong relationships with customers to ensure satisfaction and retention.</li><li>Identify opportunities for upselling and cross-selling to enhance customer value and company revenue.</li><li>Collaborate with internal teams to ensure seamless delivery of services and support to clients.</li><li>Analyze customer feedback to continuously improve engagement strategies and service offerings.</li><li>Act as the primary point of contact for customer inquiries, providing timely and effective solutions.</li><li>Track and report on customer engagement metrics to the senior management team for strategic planning.</li><li>Facilitate workshops and training sessions to enhance customer understanding and use of services.</li><li>Liaise with product development teams to align customer feedback with service enhancements.</li></ul>

<ul><li>Solution Architecture / Solution Design</li></ul>Relevant roles /Skils required: <ul><li>Customer Success Manager</li><li>Principal CSM</li><li>Solution Architect or Business Analyst</li><li>Principal Customer Success Manager</li><li>Customer Experience Manager</li><li>AI Solution Consultant</li><li>Business Analyst (with presales/solution consulting experience)</li><li>Conversational AI Specialist </li><li>implementation OR integration OR stakeholder OR upsell OR cross-sell OR adoption OR "account growth" OR "solution design" OR "pre-sales")</li><li>Solution Architect (Customer Success/AI/Conversational AI)</li></ul>Essential skills:<ul><li>Customer Success</li><li>Pre-Sales / Presales</li><li>Solution Architecture / Solution Design</li><li>Business Analysis</li><li>Chatbot / Voicebot / Email bot Implementation</li><li>AI Solutions / Conversational AI / Conversational orchestration</li><li>Upsell / Cross-sell / Account expansion</li><li>Stakeholder management</li><li>SaaS / Enterprise Product</li><li>Oracle technologies / Oracle CX</li><li>Integrations / API integration</li><li>Customer Experience (CX) or CRM tools (especially Oracle CX, Salesforce)</li><li>SaaS product implementation and integration</li><li>Stakeholder engagement across diverse verticals (HR, Banking, Telecom, etc.)</li><li>Driving customer adoption, renewals, upsell/cross-sell strategies</li><li>Managing RFPs/RFIs and pre-sales solutioning</li></ul> Technical and process skills:<ul><li>Natural Language Processing (NLP), API integration</li><li>Conversational AI systems and platform experience</li><li>Solution documentation, configuration, and process optimization</li></ul>

Job DescriptionRole:<ul><li>Manage product implementations and take ownership of project management including customer relationship, planning and financials.</li><li>Manage a team of Lead Functional and Senior Functional consultants engaged in product implementations across multiple projects and geographies.</li><li>Conceptualize and formulate best of breed solutions that effectively address key implementation objectives within the bounds of scope, schedule and effort.</li><li>Manage system configuration and deployment activities across multiple engagements.</li><li>Build and foster internal consulting capability within the implementation team across different domains and industries.</li><li>Contribute to product roadmap through active feedback from customers and implementation experience.</li><li>Champion company policies and processes and ensure their adherence within the team.</li></ul>&nbsp;<h2>Qualifications</h2><ul><li>Prior experience in implementing Contract Management/Supply Chain applications is highly preferred.</li><li>CLM implementation experience is must.</li><li>Experience in managing at least 5 full life cycle enterprise application implementations with end to end responsibility for program/project management.&nbsp;</li><li>Possess a deep understanding of the various phases of project management including initiating, planning, execution, monitoring &amp; control and closure.</li><li>Demonstrate good understanding of SDLC, project management and implementation methodologies and their application</li><li>Familiar with project planning tools such as MS Project for devising detailed project plans, project monitoring and progress tracking.</li><li>Must have direct client engagement experience over multiple end-to-end implementations.</li><li>Acumen to correctly interpret trends, patterns from available data and formulate effective strategies and actions in achieving program/project objectives.</li><li>Excellent communication skills (written and oral) with good interpersonal skills and ability to develop and foster peer-to-peer relationships with client counterparts.</li></ul>

<h2>Job Description</h2><ul><li>Experience :&nbsp;6 to 8 years</li><li>Drive execution of Contract Lifecycle Management product implementations for enterprise customers across industries in accordance to product implementation methodology, within the bounds of agreed scope, schedule and effort.</li><li>Conceptualize and formulate best of breed solutions in close collaboration with business that effectively address key implementation objectives.</li><li>Drive requirement gathering, functional design and work closely with Engineering, Quality Assurance and Support across multiple engagements.</li><li>Own system configuration and deployment activities across multiple engagements.</li><li>Contribute towards internal consulting capability building within the Professional Services group.</li><li>Contribute to Contract Lifecycle Management product roadmap through active feedback from customers and implementation experience.</li></ul><h2>Qualifications</h2><ul><li>Prior experience in implementing Contract Management/Supply Chain applications is preferred.</li><li>Experience in at least 3 full life cycle enterprise application implementations as a functional consultant, responsible for requirements gathering, functional design and system configuration.</li><li>Quick and innovative thinking with the acumen to correctly interpret trends/patterns from available data and formulate effective actions in achieving stated objectives.</li><li>Candidate must possess an engineering degree from a reputed institute. Having an MBA in a related field will be a distinct advantage.</li><li>Excellent communication skills (written and oral) with good interpersonal skills and ability to develop and foster peer-to-peer relationships with client counterparts.</li><li>Candidates with valid US B1 visa preferred.</li><li>&nbsp;Science or Engineering graduate. MBA will be preferred</li></ul>

<h2>Job Description</h2><ul><li>Experience :&nbsp;6 to 8 years</li><li>Drive execution of Contract Lifecycle Management product implementations for enterprise customers across industries in accordance to product implementation methodology, within the bounds of agreed scope, schedule and effort.</li><li>Conceptualize and formulate best of breed solutions in close collaboration with business that effectively address key implementation objectives.</li><li>Drive requirement gathering, functional design and work closely with Engineering, Quality Assurance and Support across multiple engagements.</li><li>Own system configuration and deployment activities across multiple engagements.</li><li>Contribute towards internal consulting capability building within the Professional Services group.</li><li>Contribute to Contract Lifecycle Management product roadmap through active feedback from customers and implementation experience.</li></ul><h2>Qualifications</h2><ul><li>Prior experience in implementing Contract Management/Supply Chain applications is preferred.</li><li>Experience in at least 3 full life cycle enterprise application implementations as a functional consultant, responsible for requirements gathering, functional design and system configuration.</li><li>Quick and innovative thinking with the acumen to correctly interpret trends/patterns from available data and formulate effective actions in achieving stated objectives.</li><li>Candidate must possess an engineering degree from a reputed institute. Having an MBA in a related field will be a distinct advantage.</li><li>Excellent communication skills (written and oral) with good interpersonal skills and ability to develop and foster peer-to-peer relationships with client counterparts.</li><li>Candidates with valid US B1 visa preferred.</li><li>&nbsp;Science or Engineering graduate. MBA will be preferred.</li></ul>