Job location: Worldwide / Remote
We are GARVIS, a revolutionary scale-up that is using the power of Artificial Intelligence and Machine Learning to redefine the way in which organizations plan and predict their customer behavior. We start with revolutionizing Demand Planning by making sense of all data inside and outside the organization and putting the planner in control.
Our customer base is rapidly expanding, which means that now is the right time for us to build our Customer Support function. At Garvis, we really value team spirit: transparency and frequent communication is key to flourish. This is not limited by hierarchy, distance, or function and there is a huge opportunity to grow and become part of the company’s success story.
The right candidate for this role is:
- A highly driven and energetic team player who loves to delight customers and drive value in a fast packed, dynamic environment
- Proactively builds relationships with customers across levels and functions
- Adept at managing multiple priorities, without sacrificing customer outcomes
- Effective communicator both internally and externally
What you’ll do for us…
- Responsible for effectively developing and strategically managing customer accounts post-go live. Primary focus on generating sustainable, repeatable, and long-term customer revenue through the delivery of exemplary support service to customer accounts.
- Identifies evolving risk and develops mitigation plans, while creating and identifying new opportunities to expand product adoption
- Initiates knowledge transfer from Onboarding team, learn the customer business and Garvis solution to effectively manage customer satisfaction and the obtained value from Garvis over time
- Responsible for solution usability and uptime by resolving any customer issues in a timely fashion, ensuring accuracy of data loads and validating the e2e workflows
- Drive the adherence to agreed performance levels in line with customer requirements and the functional SLAs, and take the leadership for any level upgrade/patch/hotfix.
- Handle assignment and monitoring of tasks to support consultants. Identify any design issues in the existing setup and co-ordinate with functional and technical support consultants to drive for resolution.
- Has a proven track record of building and managing successful support teams in a global environment. Be a motivator of the team and initiator of the team’s career enhancement.
- Maintains a repository of all project-related documents for use throughout the project, for historical reference, training and audits
- Works with Customer Engagement and internal product teams to drive enhancements in the product.
- Proactively monitor customer adoption and provide account health check report to Garvis Customer Engagement and leadership team.
Your Background and Skills
- 6-10 years in a customer facing function functions within an enterprise software environment - consulting, presales, professional services, implementation, customer success, or account management
- Experience / exposure to one or more planning applications such as Kinaxis, Manugistics, SAP APO, SAP IBP, JDA Demand Fulfil, JDA S&OP, i2 Supply Chain Planner, Anaplan, Arkieva, Oracle SCM etc.
- Project management skills
- Knowledge or experience in python, SQL and data analytics tools like Power BI , QlikView etc.,.
- Knowledge of Demand Planning concepts
- Excellent written, verbal and presentation skills in English
- Bachelor’s/Engineering degree or equivalent in Computer Science, Engineering, Industrial engineering, operations management or related STEM field.
What GARVIS offers
- Opportunity to be a part of a pioneering, well-funded scale-up that aims to create a new category of intelligent business solutions in the market
- High visibility, high independence, and high impact role working directly with C-level execs and Supply Chain leaders
- Competitive compensation and ESOP package
- Strong career progression and leadership opportunities in the near-term (6 months to 1 year timeframe)
- Highly diverse, international team who can support you in your development and growth
