My role is ensuring the technical health of Zoho’s biggest clients in our data centres. It involves large-scale technology strategy and early adoption of new features. I’m always alert for new opportunities to get the most out of our technology.- Translate business needs to develop solutions from design to technological product.- Supporting the sales and pre-sales team with RFIs and RFPs.- Oversee developer teams to ensure that product is delivered on time and to… Show more My role is ensuring the technical health of Zoho’s biggest clients in our data centres. It involves large-scale technology strategy and early adoption of new features. I’m always alert for new opportunities to get the most out of our technology.- Translate business needs to develop solutions from design to technological product.- Supporting the sales and pre-sales team with RFIs and RFPs.- Oversee developer teams to ensure that product is delivered on time and to specifications.- Determine technical needs such as hardware, software, scalability and security requirements.- Coordinate design and integration of overall architecture and parts of proposed systems with clients. Show less

- Dedicated on-boarding account manager for the customers- Provide training to the on-boarding customer post-sales- Provide level 1 application support and ensure customers have the optimal experience with Zoho- Provide consultation in tandem to their business and current setup and how best they can achieve that with Zoho- Initiate regular meetings and conduct bi-weekly review to understand the progress- Showcase newly released features and maximize the usage of relevant… Show more - Dedicated on-boarding account manager for the customers- Provide training to the on-boarding customer post-sales- Provide level 1 application support and ensure customers have the optimal experience with Zoho- Provide consultation in tandem to their business and current setup and how best they can achieve that with Zoho- Initiate regular meetings and conduct bi-weekly review to understand the progress- Showcase newly released features and maximize the usage of relevant features- Collect customer requirements/feedback and bring that back to the product and engineering team.Monitor user/account NPS score.- Document and provide customers with best practices.- Identify upsell opportunities and ensure proper hand-off to support team post on-boarding phase- Control churn. Show less

- Answers inbound calls within guidelines/goals established by the client and management. Consistently achieves call quality score goals in order to meet client and customer satisfaction goals.- Coordinate and/or perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications; remotely troubleshoot issues relating to hardware and software- Responsible for offering client best practices and a… Show more - Answers inbound calls within guidelines/goals established by the client and management. Consistently achieves call quality score goals in order to meet client and customer satisfaction goals.- Coordinate and/or perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications; remotely troubleshoot issues relating to hardware and software- Responsible for offering client best practices and a consultative approach to ongoing client support.- Applies knowledge base content to support interactions where applicable to lead clients to more self-service.- Contributes to knowledge base material with a goal to reduce support volume and identifies any gaps in the Learning Centers.- Is an active contributing member of the team to ensure overall department critical workload is completed across the team and overall Client SLAs are met.- Actively contribute and work to improve customer self-help through the publication of technically and functionally accurate knowledge base articles.- Operates with a goal to increase efficiency through automation or support deflection in alignment with company goals.- Provide feedback to Engineering for improving product quality and reliability- Determine priority levels while negotiating and setting expectations with customers- Drive operational excellence through quality closures and proper escalation of issues Show less