Onboarding Specialist - India

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

27-Oct-2021

Job ID

32084

Travel Amount

up to 10%

Description and Requirements

Title: Onboarding Specialist - India
Location: Pune

Responsible for ensuring the Helix customer onboarding process is a seamless and elevated experience.  Provide case oversight and governance, and project/escalation management for customers during the onboarding phase (from Activation through 30days post Go Live and any defined success criteria met).  Leverage our reporting and dashboard tools to understand customer needs, identifying potential areas of improvement.  Utilize outcomes and data to influence change across the organization. 

Responsibilities

·       Customer support point of contact for all helix customers/partners from activation through 30days post go-live

·       Provide incident and work order oversight and governance for all SaaS issues (Support, Infra, DB, DevOps, etc)

·       Help remove obstacles and drive issue resolution

·       Advocate for customers in holistic BMC ecosystem

·       Coordinate internal cross-functional calls

·       Work closely with Onboard Value Specialist (OVS) team to ensure support alignment with customer onboarding goals

·       Coordinate deployment of changes that result from Go Live Assessment

·       Provide support during customer production Go Live

·       Work closely with Onboarding Technical Support Analyst (OTSA) to ensure feedback loop to Activations and supporting teams

·       Work closely with Onboarding Technical Support Analyst on onboarding problem management

·       Provide customer “Just in Time Enablement”

Behaviour, skills, experience

·       Self-directed, focus on proactive customer experience

·       Experience with account and escalation management

·       Experience with SaaS customer onboarding and lifecycle

·       Excellent communication, cross-functional coordination, and interpersonal skills

·       Ability to take control of difficult customer situations and drive issues to resolution

·       Strong verbal and written communication skills (English, with the possibility of other languages)

·       BMC Helix technical experience a plus

·       ITIL certification a plus


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