We are looking for a proactive, customer-focused, and detail-oriented Implementation/ Product Support Executive to ensure the successful implementation and adoption of our software solutions. The role involves coordinating product implementations, configuring the application based on customer requirements, providing training and onboarding, troubleshooting product issues, and delivering exceptional post-implementation support. You will work closely with customers and internal teams to ensure a seamless implementation experience and high customer satisfaction.
Key Responsibilities:
- Manage end-to-end product implementation for new customers.
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Understand customer requirements and configure the application accordingly.
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Assist customers during implementation and ensure successful product adoption.
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Provide technical and functional support to customers via phone, email, chat, or ticketing systems.
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Diagnose, troubleshoot, and resolve product-related issues within defined SLAs.
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Escalate complex issues to the relevant internal teams and follow up until resolution.
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Collaborate with Product, Development, and QA teams to resolve customer issues and improve product functionality.
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Document implementation activities, customer interactions, issues, and resolutions accurately.
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Create and maintain implementation guides, user manuals, FAQs, and support documentation.
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Gather customer feedback and recommend product improvements.
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Ensure high levels of customer satisfaction throughout the implementation and support lifecycle.
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Willingness to travel domestically and internationally as required.
Required Skills & Qualifications:
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Bachelor's degree in any discipline.
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1–3 years of experience in software implementation, product support, customer support, or a similar role.
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Good understanding of software products, SaaS applications, and implementation processes.
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Strong analytical, troubleshooting, and problem-solving skills.
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Excellent verbal and written communication skills.
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Strong presentation and customer relationship management skills.
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Ability to manage multiple implementation projects and priorities simultaneously.
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Ability to work independently as well as collaboratively within a team.
