Technical Implementation Specialist - Customer Success(B2B SaaS)

Technical Implementation Engineer - Customer Success 

Job Location: Remote, India

Compensation: Rs 8-12 LPA

About Unifize

At Unifize, we’re building a SaaS platform that revolutionises process efficiency for product development, quality, and operations teams in ISO and FDA regulated companies, especially in the medical device, pharmaceutical, nutritional supplement, and cosmetics industries.

By integrating communication, data, documents, and workflows into a single source of truth, we help our customers deliver better products on time, on budget, and with reduced risk. 

Please review:

• Case studies and testimonials from customers, who talk extensively about their transformational experience using Unifize. 
• Medical device landing page, which explains how the Unifize platform solves problems for a specific industry sector.
• About us, which includes a questionable piece of amateur dramatics by the founders.

The Role

As the Implementation Executive , you will be responsible for configuring the Unifize applications for the customers, as well as gathering product and process insights about usage from the data and our interactions with the customer.  You’ll be expected to respond in lightning-fast time in the Unifize application to any questions or queries, especially in the first crucial days after we onboard a new customer.

You will start by understanding the current end-to-end process and learning about our existing customers. You will be expected to train and figure out how to use Unifize and the other software tools we use - including PDF template builders, and onboarding tools. There will be a learning curve here. 

This position will be remote and the hours flexible. You will have regular zoom calls with a Customer Success Manager/s or one of the Co-Founders to go through your scheduled or planned activities and help you through any problems.

We have very high expectations from the candidates that we do select, especially in terms of first-principles thinking, communication, and accountability. We want to encourage our employees to see Unifize as a learning ground.

Responsibilities

• Configure Unifize application for customer requirement
• Build PDF templates as per the customer's requirement
• Troubleshooting non-technical issues raised by the team. 
• Reporting the defects and following up with the development team on the progress
• Implementing solutions for customers by configuring the application
• Answering customers’ support questions on the app and making configurational changes to processes as required
• Undertake ad-hoc tasks or projects as required 
• Stay updated with product features and new releases

Requirements

• Experience working at a software company where you’ve used configuration (or no code builders) to develop solutions for customers
• Have experience working in manufacturing, life science, Medical devices, Automotive, Aerospace or similar environments especially in operations, R&D, or quality. Selling into these industries is a plus.
• You have at least two years of Implementation, Sales Engineering, Customer Success, Support, or Integrations-focused Solution consulting experience
• Bachelor's degree in Computer Science, Engineering, or a related field. Or experience to offset.
• Organised, with an ability to develop and execute complex plans throughout the implementation cycle life of the client relationship
• Team-oriented (we before me), collaborative, and comfortable working cross-functionally
• Convincing and personable, have strong verbal/written communication and presentation skills, and are comfortable persuading both internal and external resources