Customer Success Consultant

Customer success managers (CSMs) support their customers as they transition from sales prospects to active users of SDS products. CSM’s are the single point of contact for the customers whom they can trust and consult for the orchestration of a solution that helps resolve their problem, bring them ahead of their competition and align with organisation’s vision & mission. The journey will start from a pre-sale activity initiated by sales and the CSMs are responsible to prepare and showcase all our products as per the requirement of the customer. The CSMs acts proactively & leads all technical discussions, owning end-to-end requirement analysis and solution proposal creation. CSM’s are instrumental in creating a shared internal understanding among Product, Engineering and Operations’ department on business value, requirements, and user needs. CSMs closely collaborate with different stakeholders from other departments i.e., Account managers, Architects, Security team as the lead matures, they engage in detailed requirement analysis and proposal creation. CSM’s will need to keep abreast of Seamless product capabilities and limitations, internal solution design and architecture guidelines, typical customer business models and needs, and apply them to create solution proposals.
Your tasks
As a CSM, you will:


Understand customer’s requirement and prepare relevant pre-sales material to show case products and describe value proposition.


Respond to RFP’s and sanitise all compliance sheets and relevant documentation to ensure the participation of internal/external customers is productive i.e., Product, Operations, Software-engineering, & solution architects.


Lead workshops with clients to understand end-to-end business flow and gather detailed requirements, in accordance with the agreed scope, while preserving the end-to-end business value associated with the project.


Single point of contact for the customer and all internal teams with regards to solution deliverables or any requested changes in existing system.


Leverage on Strong product/domain knowledge and design skills to collaborate with product owners, professional services, and software architects to create requirement specification document (SRS) that meets the customer requirements and fits within the company product capabilities.


Assist delivery teams for solution review, implementation, and training of customer resources where necessary.


Drive internal discussion with product owners, solution architects, Software-engineering for solution architecture, user journeys, flows, low level documentation etc.


Participate and contribute to internal retros, training session to bring all team-members up to speed & knowledge with regards to different change requests and new product/feature deployments.


Single point of contact for account managers to gather effort estimates, costs, and delivery timelines for change request, modification in existing solution, swap projects, or new deployments.


Provides feedback to the software engineering and product team for improvements, market trends and product issues learned from the field.


Create wireframes, journeys for Marketing team for designing mock-ups.
Your profile:


Strong engineering background and preferable if worked in Level 1 customer support team or as a business analyst.


Proven Skills in Technical writing on functional requirements specification, understood by software engineering and business users.


Availability for frequent traveling for Client meetings when required and permitted.


Persuasive communication and technical negotiation skills to meet both customer requirements and Seamless technical delivery capabilities for a win-win outcome.


A team player who can support other team members in coaching, training, and knowledge sharing.


Self-motivated, self-starter and results oriented and passion for innovation and Client success.


Positive, problem solving and winning attitude.


Fluent in English language and preferred if you have foreign language skills i.e., Arabic, French etc.


Knowledge in technologies relevant for the role such as System Operations, virtualisation, SAAS, Active passive setups etc.


Knowledge in IT systems, and BSS stack, charging systems, MFS, etc.


Ability to steer discussions for OPEN API’s, business continuity plans, disaster recovery, SLA etc.


In depth knowledge of Mobile financial solutions, retailer distributions systems, salesforce, banking, cloud deployments, microservice architecture etc.


Knowledge of Agile methodologies and software development life cycle.
The most relevant skills:


Project Management Tools (Kanban, JIRA, Confluence)


Databases (MySQL, MariaDB, MongoDB, Backup, Recoveries, Replications)


Office (Excel Macros, VB, Powerpoint, Word, Outlook)


Third Party integration Tools (XML, SOAPUI-5.2.1)


Flow Diagrams & Documentation (Visio, Gliffy, Draw.io)


Interpersonal and consultative skills


Disaster recovery implementation techniques, Active-Passive etc.


Slack, Team-viewer, Google Hangout, Skype etc.