The Information Services (IS) Scrum Master helps coaching agile teams of 8+ people. Those teams are responsible for delivering and maintaining the systems that enable their Portfolio to support Expeditors’ business excellence. The Scrum Master is responsible for coaching and mentoring their team members, ensuring that they have the training and tools to do their jobs, and supporting their growth so that they and their teams are healthy and performing well. The Scrum Master is a servant leader who understands program level processes and execution, drives continuous development, manages risks, and escalates impediments.

KEY RESPONSIBILITIES

• Should coach the lean-agile mentality and techniques to the team.
• Mediate conflicts within the team and foster a collaborative and productive working environment.
• Identify and eliminate impediments that obstruct the team's progress, working closely with stakeholders.
• A strong understanding of Scrum principles, practices, and Agile methodologies is essential.
• Members of the agile release train, such as scrum masters, agile team members, and business owners, should know the lean-agile mentality and techniques.
• Assist the product owner/product manager in getting ready for PI. Help teams with feature estimation and the aggregation. of estimates for larger pieces of work like capabilities and epics by planning and ensuring the vision, roadmap, and program backlogs are ready.
• Using the agile release train, they must improve the flow of work.
• Promote DevOps principles inside the organization to aid in the design and continuous enhancement of a continuous delivery pipeline.
• To assist continuous improvement, collect program flow measurements and other important metrics.
• Coach Lean-Agile methods and mindsets to leaders, teams, and Scrum Masters.
• Assist in the management of risks and dependencies.
• Impediments should be escalated and tracked.
• Contribute to the resourcing of major bottlenecks.
• Encourage teamwork as well as System and Solution collaboration.
• Architects/Engineering Collaboration between the Product and the Solution.
• Management, Product Owners, and other stakeholders will assist in ensuring that strategy and execution are in sync.
• Resolve contingencies and complicated issues, provide leadership to project teams, and act as a consultant/coach to management.
• Evaluate the Development Operations and improvise workflow.

Purpose of the Job
Leadership of all aspects of the Country Customer Service Operation. Work closely with the wider business and Back Office functions to ensure a fast and accurate flow of information that is essential in delivering exceptional levels of Customer Service.
Responsible for managing all elements of Customer Service including Inside Sales, Contracts and Project Management in order to provide a best in class Customer Experience (site sales operations and application engineering functions can be included in the role in certain locations).
Put Customer Satisfaction at the heart of everything the team does with the goal of making Rotork easy to do business with.

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Service Design Manager -10 to 16 yrs

Bangalore/Pune/Chennai/Gurgaon (UK shift)

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About this Team :

This role is for an experienced Individual Contributor, who will be a Project/Product and ITSM Process and tools designer. They will be working with ITSM and other CIO Ops team Managers, Directors, CX teams and Directors and Vendors to design, develop and implement solutions that align to FIS’ SOPs and compliance needs. They will be working alongside other ITSM and IT Ops Delivery teams.

What he will be doing :

• Understanding stakeholder requirements, designing solutions using a mix of process and tools, and project managing the implementation of the accepted solutions working with ServiceNow and other tool owners.

• Plans and coordinates all aspects of technical projects from initiation through delivery.

• Manages project initiation activities including identifying contractual obligations, client needs and goals, existing situation, necessary contacts and access to existing information as needed.

• Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.

What he needs to have :

• This role is for a Project Manager cum Product Manager cum ITSM experienced professional. This person will need to have 5 years of experience in each of the skills with close to 15 years overall experience.

Skill required

• ITSM Event, Incident, Problem, Change, CMDB, Business Continuity and Disaster Recovery management, Service Mapping, Catalog and Request management

• Agile Project Mgmt. (Scrum/Kanban/Safe)

• Waterfall Project Mgmt. (PMP/Prince2)

• Product Mgmt.Skill5: Business Analysis and Data Analysis

• Candidates who are trained/certified in ITIL, Project Mgmt., Product management ,Scrum/Kanban will be preferable.

What we offer you 

• An exciting opportunity be a part of World’s Leading FinTech Product MNC

• To be a part of vibrant team and to build up a career on core banking/payments domain

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

• A broad range of professional education and personal development possibilities – FIS is your final career step!

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

We are seeking a dedicated learning partner to join our global support team. The ideal candidate will be responsible for enhancing the skills of our product specialists and technical account managers, with a focus on improving soft skills and reducing escalations.Key Responsibilities:

1. Skill Development: Develop and implement training programs aimed at enhancing soft skills, problem solving, customer centricity, and behavioral aspects.
2. Escalation Reduction: Identify common causes for escalations and design strategies to reduce them through effective learning interventions.
3. Performance Tracking: Monitor and evaluate the impact of learning initiatives on the performance of product specialists and the overall efficiency of the global support team.
4. Continuous Learning: Foster a culture of continuous learning and improvement.

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Service Delivery Manager

Are you curious, motivated, and forward-thinking? At FIS, you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

Senior Service Delivery Manager

About Team & Product/Project Details:

Leadership position for CIO Platform Services Team in the Global Delivery Organization to provide strong leadership, mentoring and handle a dynamic 24/7/365 production environment within the Global Data Center Operations.

Platform Service Delivery Leader takes complete ownership and accountability of Production Support operations, application Support and provide strong leadership and mentoring to the team members. 

Service Delivery Leader ensure our teams provide 24 x 7 application support for assigned production-related platforms. Monitor software applications, systems and hardware in a computer processing environment identifying and resolving problems in a timely manner to meet service levels and standards for the job.

What you will be doing (Shift Time & Key Roles and Responsibilities):

• Service Delivery Leader ensures we achieve Service Quality Improvements including Product Availability, Service Intelligence, Service Operations and Financial and process Goals and metrics as per the CIO Leadership.
• Service Delivery Leader is responsible
• To build a professional relationship with key client staff
• Successful service delivery - SLA achievement and high level of customer satisfaction
• Collaborate with senior management on Application Platform Services Management and growth
• Prepare and present Performance Dashboard Metrics and improvements
• Remove all obstacles to customer satisfaction and / or financial performance

What you Bring:

• Must have 12+ Years in Production support management including technical and at least of 5 years leadership experience.

• Must have 6+ years’ experience with Windows and Linux-hosted application platform support products.
• Must have experience in IIS, Windows Services, Windows applications & Architecture.
•  Must have experience in Oracle, SQL, SSRS, Reporting, IBM HTTP Server, and Apache Tomcat
• Must have experience with Unix/Linux-based applications, including a very good knowledge of Unix/Linux commands.
• Exposure to Password Management, SSL Certificates Management and Vulnerability Remediation,
• Must have experience in Oracle & SQL Server Database
• Must have experience dealing with a large number of ETL Job abend and resolution and processes within SLA.
• This shift requires work between 11 and 10 PM IST IST between Monday through Friday. However, the resource has function responsible for 2 shift and weekend shift deliverables and is expected to oversight on Sunday for change execution

What We offer You:

• A range of benefits designed to help support your lifestyle and wellbeing
• A multi-faceted job with a broad spectrum of responsibilities
• An international work environment and a dedicated and innovative team

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Job Overview

• Technology impacts everything we do. Pfizer’s digital and ‘data first’ strategy focuses on implementing impactful and innovative technology solutions across all functions from research and manufacturing to customer billing. 

• From enabling the Covid Vaccine supply chain, to cutting edge advancements in Order-to-Cash, Intercompany automation and Global Trade processes, this position will have the opportunity to make work easier and faster, and a positive difference to countless lives.

Job Summary

• As a Senior Manager, your advanced knowledge of the principles and concepts in Supply Chain and comprehensive knowledge of related disciplines will enable you to lead complex projects across the division. Your ability to develop and manage plans will facilitate in achieving objectives, interpreting internal and external business challenges and recommending best practices for improvements. While managing complex project environments, you will be able to anticipate and troubleshoot roadblocks and influence teams to achieve targets for the division.

• In this role you will manage Continuous Improvement (CI) projects involving high technical and functional complexity within the Commercial Operations (Sales Order Management) and Intercompany solution areas. You will have to collaborate with business stakeholders within Commercial Markets and Logistics Centers globally, to ensure that CI Enhancement Requests (ERs) are vetted, prioritized, funded and deployed.

• The ideal candidate will be a quick learner and self-starter individual who will bring leadership, deep SAP and other technical skills, and industry & best-practice knowledge to the role and leverage these skills to lead complex projects and design high quality solutions that meet short-term and long-term needs of Pfizer.

Job Responsibilities

• Develop ideas and lead projects across the division and manage plans to achieve objectives.

• Act as the primary technical interface between the business application platforms team, and the assigned Digital Technology business line.

• Gain expertise in Pfizer’s Sales Order Management global model template and Pfizer’s Intercompany Automation Solution. Also learn Pfizer’s Business Processes relevant to these solution areas.

• Conduct business requirements gathering meetings and workshops in an efficient and productive manner and documents minutes, notes and requirements in a clear and concise way.

• Design and deliver solutions for Continuous Improvement Enhancement Requests (ERs) that are robust, high quality, rigorously tested working both independently, and with contractor and colleague teams, as needed.

• Serve as a Project Manager for large and complex projects. Take responsibility for the deliverables and ensure cost and timeline commitments made to the business are adhered to.

• Communicate effectively with stakeholders and project sponsors at locations globally to ensure that they are informed about the status of in-flight projects, key milestones, risks and issues encountered.

• Ensure that customer expectations are met, and adequate customer training and change management has been accomplished, through delivery of services or projects.

• Stay abreast of new technology trends and look for ways to apply next generation technologies such as AI and ML where it makes sense.

• Develop strong relationships at all levels in the organization and collaborate with stakeholders with different cultural backgrounds and in different geographical regions. 

• Act with integrity, diligence, strategic forward thinking to drive business value while ensuring internal procedures and compliance requirements are adhered to.

• Demonstrate a breadth of diverse leadership experiences and capabilities including the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues.

Qualifications - Must-Have

• Bachelor's Degree

• 8+ years' experience working on SAP Sales and Distribution module (including Logistics Execution) including at least 2 years working on SAP S/4HANA.

• Proven experience working with sponsors and business leadership teams contributing to the development and delivery of technology roadmaps, strategy and operating plans.

• In-depth knowledge of integration points between SD and APO, GTS, Finance, Manufacturing, Procurement and Quality

• Good stakeholder relationship management skills and excellent interpersonal and communication skills

• Excellent presentation and facilitation skills, with the ability to interact with all levels of management.

• Excellent project management, leadership and analytical skills

• Demonstrate initiative, ownership, innovative mindset and delivery-oriented values.

• Strong knowledge of Microsoft Office Products (including Teams)

Qualifications - Nice-to-Have

• Master's degree

• Relevant pharmaceutical industry experience

• Experience with EDI Integration, Cloud for Customer (C4C)/Service Cloud, Fiori, BTP and Advanced ATP

• Experience working on global programs.

• Understanding of Agile framework

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Customer Success Managers are responsible for an incredible customer experience, delivering joy and delight to our client community professionals. As a part of Experience.com’s Create WOW mission, Customer Success Managers build thriving client partnerships, aligning customer business goals to an accelerated approach that maximizes value realization from Experience.com’ solutions. The Customer Success discipline ensures high customer satisfaction levels, successful engagement with our platform and products, increased retention and driven growth, and a consistently strong actualization of value from solutions by developing and executing proactive success plans.

Key Duties & Responsibilities

Essential Duties and Responsibilities:

• Create and execute Customer Success plans to establish strong trust-based client relationships, driving adoption and business value from solutions and our partnerships.
• Establish proactive, value-driven, high-touch relationships with customers to understand, document, and align client strategies and business objectives with Experience.com’s product portfolio and service capabilities.
• Deliver a proactive engagement and communication strategy that focuses on meeting customer outcomes, creating client advocates that evangelize Experience.com and drive new opportunities.
• Engage consistently with customers throughout the client lifecycle to ensure alignment on actual vs. expected performance, value realization, and business goals, to drive solution and partnership impact.
• Manage programs and optimize processes in the Experience.com Customer Journey, utilizing success markers to maintain the proper balance between technology and touch to maximize customer health.
• Define and monitor key performance indicators on a portfolio of clients and execute actions to ensure these targets are consistently met and jointly scored between Experience.com and our customers.
• Educate customers on Experience.com’s solution landscape, relevant to their business practices, while also conducting workshops to build stakeholder alignment on joint roadmap for products and services.
• Work collaboratively across the Experience.com organization to amplify the impact of client feedback, ensuring customer questions, comments, and concerns lead to consolidated, actionable plans that deliver results.
• Partner extensively with the internal stakeholders to support account teams in conducting business reviews and structured engagements that deliver valuable business insights and roadmap alignment.
• Design, develop, and deliver customer success engagements and campaigns that mitigate risk, reduce churn, drive referrals, and maximize growth on the account, deployed internally and externally.
• Manage the customer experience, orchestrating and collaborating with the internal teams and resources to ensure and document clients’ progress, achieve their goals, and execute cohesively.
• Direct a cross-functional approach that supports the customer onboarding framework by identifying and executing actions that drive client business value realization against purchased solution scopes.

• Advocate for customers by channeling the ‘Voice of the Customer’ to drive best practices, aligning their business roadmap with our platforms and solutions, and engaging them as a community.
• Execute on or participate in the Experience.com Customer Success organization’s alignment and evolution of programs to accommodate changes in business requirements, partner or vendor agreements, etc.
• Evaluate and generate internal buy-in to the Customer Success philosophy and ensure it permeates all organizations, departments, programs, and initiatives across the company.
• Foster a Customer Success culture by sharing customer insights, wins, and growth opportunities that inform sales, engineering, marketing, and service improvement opportunities.
• Monitor client usage against costs of consumption for input into utilization management recommendations.
• Maintain industry and technical knowledge by attending workshops and reviewing relevant publications, establishing networks, and participating in professional organizations.

Key Performance Indicators

1)  Gross Revenue Retention (GRR) for individual assigned account portfolio.

2)  Net Revenue Retention (NRR) inclusive of expansions and growth of client relationships.

3)  Customer Health inclusive of client satisfaction measures including Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Skills and Experience

• Bachelor’s Degree in a relevant field, such as business management, industry, or program management. Master’s Degree or other advanced degree preferred. Six Sigma Green Belt or higher a plus.
• 5+ years of progressive experience in customer success, account management, customer operations, client services, or program management in a client-facing capacity, with direct accountability for retention and expansion of the customer account relationship.
• Prior experience with managed services or cloud services brokerage is a plus.
• Exceptionally strong consultative, presentation, and relationship skills are essential.
• Experience working with Executive and C-Level Teams.
• Ability to understand and document customer requirements, map to product, track and report metrics, identify upsell and cross-sell opportunities.
• ITIL, PMP, COBIT, or related industry certifications are a plus.
• Experience with Salesforce or Service Cloud is a plus.
• Proven history of identifying and executing actions to drive high levels of customer retention and growth.
• Prior experience with data modeling and predictive analytics.
• Strong ability to manage process execution across the Information Technology stakeholder, partner, and vendor ecosystems; experience with cloud vendor systems such as Microsoft or Cisco a plus.
• Proven ability to facilitate and work across internal teams (Engineering, Product Operations, Sales, Finance, etc.) to obtain knowledge and necessary information in accelerating delivery efforts.
• Excellent written and verbal communication skills, with the ability to convey highly technical information in an easy-to-understand manner.
• Excellent organizational skills and experience managing competing priorities.

Competencies & Proficiencies

[MOD] Building Effective Relationships

• Adapting effective communication methods and tools given the audience and information.
• Maximizing defined relationships such that the mutually aligned goals and objectives are achieved.
• Motivating aligned stakeholders by communicating a vision that is adapted to their context and needs.
• Reducing potential conflict by proactively nurturing relationships with aligned individuals.

[MOD] Bias for Action

• Managing project and program work effectively, delivering against known goals and deadlines.
• Contextualizing a known playbook given unexpected circumstances to meet goals and solve problems.
• Uses autonomy to correctly identify the cause of a problem or situation and apply the appropriate solution.
• Maintaining coalitions of support for necessary action, despite competing priorities.

[MOD] Disciplined and Strategic Thinking

• Learning from past actions and outcomes to consistently improve in work quality.
• Quickly defining the problem and applying the most effective solution – not merely the most obvious one.
• Filtering for ambiguity that impacts the goals at hand, instead of being reactive to atmospheric complexity.
• Using sound judgment to select the appropriate course of action given the situation at hand and data available.

About Us

We believe that experience is everything. Experience.com has built the most impactful Experience Management Platform (XMP) available anywhere, with features to drive operational and behavioral change, in real-time, during the moments that matter. XMP delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance - making every experience matter more.

Founded in 2015 and originally founded as SocialSurvey, Experience.com is headquartered in San Ramon, Calif. and backed by SavantGrowth (fka Kennet Partners), Silicon Valley Data Capital, Tri-Valley Ventures, and Wilson Sonsini Goodrich & Rosati.

Indian Registered name: Buyers Road India Private Limited

URL: www.experience.com

Job Role

Freshworks is looking for an exceptional addition to our Customer Success team. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing customers.

As a Manager Customer Success (CSM), you will act as a strategic consultant and trusted advisor to our SMB customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully.

Job Summary

Lead the overall strategic plan for the Customer Success team for a particular region based on customer segmentation.
Focus on key metrics - Churn, NRR, NPS by driving product adoption and delivering outstanding customer experience.
Deliver customer value through programs and initiatives.
Recruit and lead high performing teams that are highly motivated and engaged. Inspire and lead by challenging and maximizing the team's strength and aligning its efforts to CXG org's strategy.
Work closely with sales management and Regional Directors to drive cross-functionally and align on business strategies, renewal forecasting, engagement plans, and growth opportunities.
Manage customer escalations with speed and urgency, mobilizing resources across the company as appropriate.
Work closely with Program Manager (Customer Success) to derive data-driven insights/intelligence to run focused and result-oriented customer engagement programs.
Aligning with key customer stakeholders to establish a stronger customer relationship
management program (stakeholder mapping)
Implement and support compliance to Freshworks compliance and information security
processes

About the role:

Nearly 50% of churn happens within the first year of the customer’s life cycle. Thus, the first year of the customer’s post-purchase period is critical in terms of them learning the product, adopting and using it for long term success. 

The Seamless Start program is an ambitious new initiative to provide a delightful experience for each and every new customer that purchases a Freshworks product, guiding and hand-holding them to drive value realization from Day 1 through product adoption and personalized engagements.

The Associate Program Manager (APM) would be responsible for implementing, scaling and continuously improving the Seamless Start customer engagement model. It would include consistent achievement of engagement, adoption and usage targets. He/She would be conducting regular analysis of the individual performance of CSMs and customer feedback, for identifying improvement opportunities in our internal processes and personnel and implement them. 

The ideal candidate for this role would be team-oriented, methodical, analytical and above all, obsessed with customers. He/ she should also possess the qualities of a mentor leader, guiding & enabling team members to excel and perform better.

Key Responsibilities:

• Develop a robust & scalable research framework for understanding customers’ business requirements and preparing a pitch and roadmap for the realization of their goals using our product(s).
• Develop a strong framework for facilitating consistency of performance across team members in terms of driving customer engagements, sign-ups for onboarding and product adoption.
• Conduct studies to find gaps in the Seamless Start process and coach team members to excel and perform better by equipping them with the right tools & skill-sets.
• Create innovative solutions and initiatives for improvement in driving product adoption and usage at scale in collaboration with business analysts.
• Setup quality audit systems to ensure consistency and delight in customer experience.
• Monitor KPIs and drive systematic initiatives.

Conduct pilots on new initiatives and improve the program through continuous improvement.