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Head-Customer engagement and Support

Vashi, Navi Mumbai

Job Description / Responsibilities :

Customer engagement and support would involve the following key activities.

A. Product related:



We offer a cloud-based compliance platform and services for the platform to end customers wherein the client prepares their documents for filing with the regulator. The product caters primarily for the US market and also for other markets such as Italy, UK and Ireland.
Following are the key role/activities that would be associated from product perspective.

Pre-sales activities:

• Give product demos as part of pre-sales outreach and handle the overall preparation of client demos/meetings. Demo meetings could be at client location or Webex.
• Facilitate research and analysis of prospects that could potentially be contacted and converted into clients.

Post-sales:

• Conduct detailed workshop of the product. Workshop would involve in-person workshop/training session at client location or could be through webex sessions.
• Conduct customer meetings to explain new version of product, handle any queries around working on the product through calls or Webex sessions.
• Pro-active in making sure that the client is comfortable using the product and services, and help in solving any gaps if any.

Responsible for Client Support

• Plan for Support staffing for the client as needed and responsible for the filing of the client.
• Responsible for closing the queries/requests being sent by client. Co-ordinate with Support team to make sure that all clients’ queries/requests are being solved on time and with accuracy, involving the best TAT and least Idle-time.
• Responsible for handling any escalations reported regarding the product/service. This may include contacting the client by phone, e-mail or remote Webex sessions at any point in time when the client reports the issue to better understand the overall problem/ root-cause analysis of potentially what could have led to the problem.
• Prepare reports and documentation around list of queries/issues reported, arrange for training sessions with client to equip client on the client needs training.
• Feedback received from clients, through e-mails, calls or meetings to be shared with the Business Analyst team and track through things to make such that feedback which is critical from user perspective is implemented in the product through a formal feedback mechanism.
• Co-ordinate with the Product-Development/ Technical Team by sharing the detailed information on escalations, understand the reasoning from the Technical team for the root-cause of the problem. Also take in steps to make sure that such issues reported are being taken up/solved through a formal process in the product development cycle.

B. XBRL related:



• In-depth understanding of US-GAAP taxonomy and hands-on working of XBRL for various markets, primarily involving US and Italy.
• Responsible for the filing of the client- including on-time filing and quality of filing.
• Prepare and present presentation documents around quality of XBRL of clients.
• Co-ordinate with the Assisted Services XBRL team to make sure that the client documents are ready and available by the time when the client wants to start work.
• Co-ordinate with Assisted Services XBRL team for all preparatory work as part of pre-sales activities such as demo to prospects. Preparatory work would involve setting up of client document, review of prospect’s previous filing to see/suggest any improvements around quality.

Desired profile of the candidate :

• Hands-on working in preparing, analysis and review of XBRL documents for US-SEC is preferable.
• Knowledge of US-GAAP.
• Good communication and presentation skills- need to handle product demos, presentations to clients.
• Experience in team handling is mandatory.
• Flexibility to travel abroad for short-medium term meetings/workshops at short notice.
• Flexibility to work as and when there is a client requirement even beyond normal business hours of work including weekends if needed.
• During to the close of filing period, flexibility to work in night shifts to meet requirements of clients.

UG / PG Qualification :

CA/CWA/ MBA (Finance)

Min Exp. :

5+ Years

Location of posting :

Vashi, Navi Mumbai

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