Key Accountabilities/Responsibilities
- Responsibilities of this position include training and implementation of Company Software Product to various Company customers.
- Learn and grasp every bit and piece and features and flows and processes of Company software products. This is a continuous effort in order to keep up to pace with the new features as well as changes to the existing features in the product
- Responsible for working with Company customers in different phases such as implementation and nursery.
- Capture following details per customer while working on the product implementation for the customer -
o Collect what is sold to the customer from the sales manager
o Collect and analyse customer requirements
o Pre-implementation call with the customer to ensure the implementation has proper agenda
o Deliver pre-implementation checking and documents pack
o Perform implementation readiness check for every implementation planned with the customer either onsite or remotely
o Work on Software configuration and Data import if required as part of implementation process Be available to perform implementation either from customer office (onsite) or remotely
o Handhold customers till they get comfortable with the Company software and its processes
o Perform trial orders, create orders, order processing, inventory processing, stock take, inventory sync-up, product creation and management, and all other software features to get the complete training executed by processing real data on the software as part of software implementation
o Co-ordinate and resolve any tech or integration specific issues that are observed during the implementation or during walkthrough to customers
o Prepare and share the Post-implementation report with all internal and external stakeholders Prepare and share post-implementation action items and ETA, share with all the stakeholders
o Take the implementation phase sign-off from customer keeping account manager in loop
o During nursery phase, analyse and respond to issues or queries raised by the customer
o Work on resolution of any issues post-implementation and share ETA across the stakeholders
o Arrange weekly call with all the relevant users from customer end during the nursery phase
o Get on to re-training or additional walkthrough sessions of Company software with the customer team
o Ensure all relevant team members are comfortable with Company software during the nursery phase
o Work on any data clean-up required post the implementation and nursery phase to ensure transition to go-live
o Prepare and share post-nursery phase report with all the internal and external stakeholders
o Work on smooth transition of customer from nursery to go-live phase - Coordinate with the product team in order to get trained on the new features in Company software products
