Subscription Management - Senior Manager Job in Urjanet

Educational Qualification : B.Tech, BE, MCA, M. Tech or equivalent technical degree from a reputed college

Experience : 7-10 years

Roles and Responsibilities:

Over all 7 - 10 yrs of IT experience in a SaaS Company that create and manage services or products based on subscription or On-Demand, out of which at least 4 years needs to be in the Operations side of Subscription Management (including customer Onboarding) and live 24x7 customer support across time zones

• Own or is deeply involved in the responsibility of onboarding new customers and managing live subscriptions of customers
• Has deep understanding of the Subscription customer experience, set and deliver clear strategies, working cross functionally on the Subscriptions roadmap definition and prioritization and Subscription goals..
• Collaborate with cross-functional teams (Engineering, Program Management, Operations, Sales Planning, Marketing, Data and Brand) through the complete product development cycle
• Manage tradeoffs involving features, schedule, cost, pricing, line/value positioning and early phase lifecycle management
• Assist Design, Engineering and manage as necessary in the research and concept phases of product development
• Identify opportunities for improving the customer experience

Product Operations and Delivery:

• Provide overall leadership, vision, strategic planning and oversight of supporting tactical execution plans to ensure successful delivery against the overall delivery roadmap.
• Implement best practices and processes Delivery & Operations; and ensuring compliance.
• Identify roadblocks or bottlenecks in delivery, work with various teams to address such issues to achieve / improve KPIs defined
• Set up monitoring protocol. Monitor KPIs for entire operations
• Escalate in case of any non-compliance to set guidelines, agreed Turnaround Time etc.
• Work with other departments to identify ways to improve KPIs

Customer Support:

• Accountable for Customer and employee Satisfaction.
• Represent to the customers at business reviews, and other critical meetings, for the overall delivery aspects and quality of delivery.
• Handle escalations from customers or onsite teams and resolve issues to closure

People Management:

• Ensuring effective resource utilization across teams including manpower allocation and release, monitoring talent pipeline and utilization
• Drive performance assessment, training, coaching and mentoring to team members.
• Foster a positive environment that allows team to flourish.