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Conduct regular 1: 1s, reviews, and learning plans to develop team skills. • Recruit and grow the team with a focus on accountability and collaboration. • Capture and codify learnings into processes, templates, and toolkits. • Foster a culture of curiosity, ownership, and continuous growth. • Vision & Strategy for MS Growth • Define the roadmap to evolve MS into a value-add function beyond admin. • Explore new service lines including automation support and reporting ops. • Align with Product, Tech Solutions, and Delivery teams to scale offerings. • Support headcount planning and org design based on roadmap needs. • Process Innovation & Automation • Standardize repeatable workflows across content operations and admin support. • Lead AI/automation pilots to streamline recurring tasks and improve velocity. • Champion a proactive, automation-first mindset across the team. • 8–10 years in delivery, operations management, or customer success. • 4+ years of team management experience in services or SaaS environments. • Strong process thinking, analytical ability, and operational rigor. • Hands-on approach with a strategic mindset — thrives in fast-paced environments. • Exceptional communicator, listener, and collaborator across teams. • Strong grasp of service metrics, team development, and scalable workflows. • Proven experience with LMS platforms such as Mindtickle preferred.
Improve AI Features via Experimentation: Collaborate with engineering and product teams to design and execute experiments aimed at enhancing AI feature performance, analyzing results, and iterating on solutions.
Having experience and understanding of CRM technologies (eg: SFDC, Hubspot, etc) is a plus. • Having experience in Management consulting is a preferred.
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Customer-Centric Solutioning: • Develop tailored solutions for customer challenges using Mindtickle’s existing capabilities and supplementary tools.Identify and advocate for new feature developments where necessary to address gaps or scale customer impact.Frame solutions in customer-specific language to align with their goals and enhance adoption.
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Own a track record of success: A strong portfolio showcasing your expertise in crafting clear, concise, and engaging UX copy. • Have a strong understanding of UX principles and user-centered design methodologies. • Get hold of exceptional communication and collaboration skills. • Have the ability to work independently, manage multiple projects, and meet deadlines.
Team Leadership & Development: • Lead, mentor, and develop a high-performing team of Solution Consultants focused on enterprise sales enablement and revenue productivity solutions. • Set clear performance goals, KPIs for the team, ensuring alignment with broader business objectives and build a culture of collaboration, accountability, and customer-centricity.
Become a Trusted Partner: Collaborate closely with sales to understand the unique needs of enterprise customers, conduct insightful pre-demo analyses, and balance multiple exciting sales cycles.
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Customer Onboarding and Implementation: • Lead the initial setup and provide technical training to ensure seamless integration with the customer's existing systems. • Customise integrations and workflows to match the customer's requirements and sales processes. • Ongoing Technical Support • Respond promptly to technical queries and troubleshoot issues effectively to minimize disruption. • Collaborate with internal teams to address and escalate complex issues when necessary. • Customer Relationship Management • Conduct regular check-ins to review system performance, gather feedback, and relay customer needs to internal teams. • Act as customers' primary point of contact, ensuring their success with Mindtickle's products. • Proactive Performance Monitoring • Utilize monitoring tools to track system performance and identify potential issues before they impact the customer. • Analyze usage patterns and engagement metrics to optimize the customer experience. • Feature Adoption and Optimization • Identify training needs and collaborate with internal teams to deliver targeted training sessions to customers. • Ensure customers fully leverage Mindtickle's features and functionalities to optimize their sales processes. • Customer Advocacy and Feedback • Collect and document customer feedback, advocating for customer-requested features or enhancements. • Present customer needs and use cases to internal stakeholders to drive product improvements. • Strategic Collaboration and Escalation Management • Collaborate with Customer Success Managers (CSMs) to craft technical success plans tailored to each customer's needs. • Take ownership of support tickets, ensuring timely resolution within agreed SLAs, and serving as an escalation contact for customers. • Reporting, Documentation, and Analytical Needs Assessment • Create and maintain comprehensive tech stack documentation for each customer, detailing all integrations, automation rules, and analytical needs. • Analyze customers' analytical requirements and assist them in leveraging Mindtickle's analytics dashboards and OData platform to optimize their sales strategies. • Promotion of Premium Support Services • Promote the adoption of Premium Support Services in collaboration with Sales, CSMs, and Onboarding leadership. • Support CSMs during contract renewals and ensure customer success and satisfaction. • Technical Expertise • You are proficient in sales enablement platforms, CRM systems, API integrations, and data analytics. • Have understanding of AWS services (e.g., EC2, S3, RDS), AWS architecture, and security best practices. • Proficiency in networking concepts (e.g., DNS, TCP/IP) and AWS networking services (e.g., VPC, Route 53). • Have understanding of microservices architecture, API management, and SaaS application architecture. • Are familiar with monitoring tools (e.g., CloudWatch) and performance tuning. • Have basic understanding of web applications, networking, and capturing client logs using various methods (HAR logs, Net-Export, Wireshark). • Have ability to analyze network calls, understand console errors, and identify impact areas. • Possess knowledge of sync & async systems or workflows. • Have ability to create run-books for repeated problems • Are sound working knowledge of Observability tools like Zipy, DataDog, SumoLogic, and AWS Serverless (Lambda) tools. • Have ability to understand architecture diagrams and troubleshoot accordingly. • Customer Relationship Skills • Are excellent communication, empathy, and problem-solving skills. • Have ability to build strong relationships with customers and internal teams. • Project Management • Have strong organizational skills and ability to manage multiple projects simultaneously. • Are experience coordinating the rollout of new product features across customer organizations. • Analytical Skills • Have proficiency in data analysis tools and interpreting data to make data-driven recommendations. • Are experience analyzing usage patterns and engagement metrics to optimize customer experiences. • Industry Knowledge • Have understanding of sales processes, challenges, and tools commonly used in the sales enablement domain. • Have knowledge of sales methodologies, industry trends, and pain points in sales operations. • Additional Qualifications • Fluency in English is essential. • Have minimum of 2 years of experience in technical support, professional services, or consulting within an enterprise SaaS environment. • Have strong understanding of the SaaS business model, technologies, and related applications. • Have ability to articulate technical concepts clearly to both technical and non-technical audiences. • have effective written and verbal communication skills. • Are willingne to work EMEA hours and be flexible about work hours depending on customer/situation needs. • Are proficient in web technologies such as JavaScript, HTML, and CSS is an added plus.
Strong Project Leadership: Manage multiple projects efficiently, ensuring timely delivery within scope, budget, and quality standards.
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Having experience and understanding of CRM technologies (eg: SFDC, Hubspot, etc) is a plus. • Having experience in Management consulting is a preferred.
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Primary Contact: Act as the main point of contact for customer inquiries, ensuring timely and effective communication.
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Preferred Qualifications: • Experience in sales enablement or a related domain. • Knowledge of sales and marketing technology ecosystems. • A track record of driving customer satisfaction and achieving sales goals.
Direct Tax (Including Transfer Pricing) Compliance: Ensure accurate and timely filing of direct tax returns, tax assessments, and appeals, adhering to regulatory requirements and deadlines.
Note: As this role would cater to our EMEA and North American customers, this role operates in a shift (6 PM IST to 3 AM IST). This is a hybrid role (2 days a week in the office) and is open in both Bangalore and Pune. • Have 3+ years of experience in Customer Success. • Have the ability to thrive in a dynamic, fast-paced environment where change is the only constant. • Have experience forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; and collaborating on solutions. • Have experience in managing multi-group or global accounts working with rapidly changing product. • Are highly analytical and experience working with data-driven dashboards and reports. • Have a track record of proactively identifying problems and resolving them before they escalate. • Are a Superior communicator with excellent writing and verbal communication skills. • Are hungry and humble with a low ego, and willing to do whatever it takes to succeed. • Are Personable and collaborative with a track record of working successfully across teams.
Technical Leadership: Oversee the design and development of complex and high-performance systems.
Lead the design process for AI-powered training features: From concept to delivery, you will be responsible for defining the user experience, creating wireframes, prototypes, and high-fidelity designs.
Nice to Have: • Salesforce certifications (Certified Business Analyst, Administrator, Sales Cloud Consultant, or CPQ Specialist) • Experience with CPQ, Marketing Cloud, or other Salesforce products • Exposure to leading cross-functional teams and driving Salesforce initiatives
Strategic Partnership: Partner with functional leaders to shape and execute people strategies that enhance organizational effectiveness and employee engagement. Align HR strategies with business objectives to support company growth and scalability.
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Lead the design process for Analytics features: From concept to delivery, you will be responsible for defining the user experience, creating wireframes, prototypes, and high-fidelity designs. • Identify opportunities to integrate data insights seamlessly across multiple touchpoints in the product experience.
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1.Translate business use cases into detailed AI/ML problem statements and success metrics.
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Strategic Discovery & Needs Analysis: Lead in-depth discovery sessions with key stakeholders to uncover challenges and differentiate between requests and underlying needs.
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Strategic Enablement Leadership: Develop and execute a holistic enablement strategy that aligns with business objectives, driving revenue growth and enhancing customer satisfaction.
Technical skillset: • Adobe Photoshop, Adobe Illustrator, Adobe Premiere, Adobe After Effects, Canva, Synthesia, Microsoft PowerPoint.
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Having experience and understanding of CRM technologies (eg: SFDC, Hubspot, etc) is a plus. • Having experience in Management consulting is a preferred.
Key Responsibilities: Build and maintain ETL pipelines using Apache Airflow to streamline data integration of various first-party and third-party sources , with cloud databases on Snowflake. • Develop & Optimize Data Models and Optimize performance using SQL, Python scripting. • Ensure data quality and accuracy through Synthetic testing & Real User Monitoring. • Perform regular audits, validation checks, and troubleshooting. • Document processes, reporting logic, and data models to ensure consistent and reliable reporting. • Develop and implement interactive BI (Power BI, Sisense, Quicksight, Looker) dashboards to visualize business insights for internal teams and external stakeholders. • Collaborate with Analytics, Product & Engineering, teams to define key performance indicators (KPIs) ensuring alignment with business goals. • Optimize existing BI solutions and infrastructure to support scalability and evolving data needs. • 2+ years of experience in a Data Engineering, and Technical Analytics role. • Extensive experience with ETL pipeline development using Apache Airflow or similar tools. • Understanding of data governance and best practices for data quality and governance in cloud based platforms. • Proven experience with BI tools for building dashboards, data models, and reports, at least 1 of Power BI, Sisense, Quicksight. • Extensive experience SQL and Python for querying and managing relational databases. • Familiarity with cloud platforms such as Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure for managing data pipelines. • Familiarity with Agile methodologies for managing iterative project development. • Experience with product analytics to help define metrics around product usage, adoption, and retention.