Responsibilities
Product/ Application Deployment:
- Collaborate closely with the Project Manager and Customer Success Manager to ensure the appropriate configuration and deployment of the product/application.
- Review client specifications and provide recommendations where applicable.
- Analyze customer requirements and data in order to recommend and setup appropriate configuration settings and workflow, migrate customer data, document reporting requirements, and create documentation and training materials.
- Engage with clients as requested, facilitate discussions, and support project delivery. This will include making & reviewing recommendations, answering functional & technical questions, discussing customer data and how this data will be mapped and loaded into the software, and supporting the customer during UAT, and providing ad-hoc and scheduled training as needed.
Client Interaction and Support:
- Work closely with and be the liaison with Development, QA, and BI teams on prioritization and delivery of client questions, bugs, and enhancements requests.
- Provide training and end-user support to the client during and after the implementation process.
- Lead the discussion with the client on how their data will be migrated into the new solution.
- Assist in the transition process from implementation to go-live.
- Support client’s post-production as a tier-two support lead, including answering customer-specific questions, troubleshooting bugs and defects, documenting functional enhancements and handling reporting requests.
- Achieve desired Net Promoter Score (NPS) and Service Level Agreement (SLA) results.
Business Intelligence and ETL:
- Determine customized reporting needs, document report functional requirements and perform testing on those customized reports prior to delivery for quality and functional acceptance.
- Investigate and troubleshoot problems during and after implementation.
- Draft and understand technical documents such as Functional Requirements Specifications and Statements of Work.
- A plus would be the ability to utilize ETL tools to extract, transform, and load data as part of the data migration process.
Technical and Administrative Tasks:
- Develop and execute User Acceptance Testing (UAT) test cases and perform functional QA as well as troubleshoot issues reported by customers.
- Experience with Jira administrative/configuration will be an added plus.
Education & Experience
- Must have at least 5+ years of experience working with international customers.
- Comprehensive understanding of implementation project schedules (GANTT charts) and implementing SaaS-based products in a B2B environment.
- Educational background in Finance or work experience in the Banking/Fintech industry is a plus.
- Experience in drafting/understanding technical documents like Functional Requirements Specifications and Statements of Work.
- Must be technically proficient and have experience in configuring software applications and customer migrating data.
- Hands-on experience in building UAT test cases and performing functional QA is a plus.
- Experience with ETL processes and tools such as Power BI, Python, or Talend is a plus.
- Experience with building reports and dashboards using Power BI is a strong plus.
Behavioral Traits
- Must be able to work in US hours (3:00 PM to 12:00 AM Pakistan Time).
- Dependable, enthusiastic, motivated, and a team player.
- Ability to work independently and in time-sensitive environments.
- Excellent communication and interpersonal skills.
- Highly organized and detail-oriented.
- Strong problem-solving skills.
- Ability to learn new tools quickly.
Send us your resume at [email protected] mentioning the position in subject line.