Software Specialist

3 - 4 Years
Not Disclosed by Recruiter

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Posted: 41 days agoOpenings: 1Job Applicants: 128Job Views: 501

Job Description

Job Description for Advertising Purposes

The Field Business System team, within the Customer Success Organization, is responsible for providing advice on technology and delivering development, configuration, maintenance and support of the various applications around CRM, Web and BI analytics/reporting. One of the critical applications to the organization's success is the newly implemented Gainsight application, which will be used to manage all reports of the whole Customer Success organization.

Primary Responsibilities:

  • Understand the basic concepts of Customer Success Management and converting those concepts into solutions
  • Design business rules that analyse your customer data, and trigger actions for the customer success team to proactively engage with customers
  • Deliver consulting, support and advice to high level Management to update existing analytics/reports
  • Work with key stakeholders within the Customer Success Organization to review business requirements and provide consultation/advice on recommended solutions and approach
  • Has the capability of completing assigned tasks with minimal supervision.
  • Develop reports and dashboards to provide meaningful analysis to the business through short/agile implementation cycle to deliver fast value to Business.
  • Provide production support, troubleshoot issues and develop bug fixes. Plan, organize, multi-task and prioritize effectively.
  • Manage user accounts, groups and security settings in Gainsight and Salesforce
  • Understands the concepts surrounding surveys and basic email automation/marketing platforms.
  • Responsible for the architecture and configuration of their environmentConfigure and deploy Gainsight and Salesforce to internal customers (including system configuration, external integrations, reports, dashboards and workflows)
  • Collaborate and manage development initiatives. Effectively communicate with IT and business stakeholders. Develop a keen understanding of your organization's sources of risk (of churn) as well as positive trends.
  • Partner with cross functional departments to learn business needs and how it may impact the various applications within PTC environment
  • Coordinate internally to help identify the sources, metrics, frequency, and granularity of data
  • Support business strategy development for the services teams and manage mapping, documenting and implementing CS processes


Candidate Profile/requirement:

  • Bachelor's Degree, Master's preferred, with a previous experience as BI developer
  • Having 3-4 years of experience of Salesforce Administration and Gainsight is preferred.
  • Understanding of Customer Success
  • Applied knowledge of BI systems/CSM tools within the Customer Success industries. [E.g. Gainsight Qlik Cognos PowerBI /Hyperion]
  • Having knowledge of customer success terms e.g. Retention Churn Lifecycle Stages NPS QBR / Upsell Downsell ARR Engagement Renewal
  • Should possess strong competency with relational databases and SQL queries.
  • Knowledge of data modelling and data warehouses with complex multiple data sources.
  • Experience in implementing analytics in big data environment
  • Skilled communicator within a worldwide team of engineers, developers and managers.
  • A desire and passion to drive new business and be part of a winning team.
  • Excellent analytical, written and presentation skills.
  • Works effectively in a fast-paced environment and is comfortable with multi-tasking.
  • Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
  • Familiar with reviewing and understanding data used to build dashboards and reports
  • Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications

    Salary: Not Disclosed by Recruiter

    Industry:IT-Software / Software Services

    Functional Area:IT Software - ERP, CRM

    Role Category:Programming & Design

    Role:Software Developer

    Employment Type:Full Time, Permanent


    Desired Candidate Profile

    Please refer to the Job description above


    Doctorate:Doctorate Not Required

    Company Profile

    PTC Software India Pvt. Ltd

    PTC Software India Pvt. Ltd
    View Contact Details+

    Recruiter Name:HR

    Contact Company:PTC Software India Pvt. Ltd

    Reference Id:32216BR