Customer Solutions Manager

4 weeks ago

Manila, National Capital Region, Philippines EviSmart™ Full time
Overview

We're seeking a highly motivated and experienced Customer Solutions Manager to guide our clients through a successful onboarding journey using EviSmart's standard features. Following onboarding, you'll be the crucial link between our clients' evolving needs and our development team, managing any custom development as a post-onboarding project.

This role requires a deep understanding of customer processes, strategic identification of gaps, and the ability to define customer requirements, all while fostering strong client relationships and contributing to pre-sales efforts.

Responsibilities
  • Customer Onboarding & Standard Feature Adoption: Lead the successful onboarding of new customers onto the EviSmart platform, leveraging its off-the-shelf features to meet their initial operational needs. Conduct in-depth analysis of customer business processes, workflows, and current challenges to align them with EviSmart's standard capabilities. Provide expert guidance and best practices to ensure customers effectively utilize EviSmart's off-the-shelf functionalities.
  • Post-Onboarding Gap Analysis & Custom Development Management: After onboarding, perform comprehensive gap analysis to identify functionalities requiring custom development. Formulate precise, insightful questions that uncover specific needs and pain points. Clearly identify and document features requiring custom development, articulating the business value and technical scope for these enhancements. Translate complex business requirements into clear, concise functional and non-functional specifications for the product and development teams. Manage custom development projects as post-onboarding initiatives, ensuring they align with client expectations, scope, and timelines. Work closely with the product and development teams to ensure a shared understanding of custom requirements and feasibility.
  • Client Relationship Management: Build and maintain strong, trust-based relationships with key customer stakeholders throughout their entire journey with EviSmart. Act as a primary point of contact for project-related discussions, providing regular updates and managing expectations. Travel to customer sites to observe, map, and document their existing processes firsthand, ensuring accurate requirements gathering for both onboarding and custom work.
  • Pre-Sales & Strategic Support: Attend pre-sales meetings as a subject matter expert, showcasing EviSmart's capabilities and offering high-level solutions by leveraging off-the-shelf features. Assist in articulating the value proposition of EviSmart, including the potential for future customizations.
Qualifications
  • Bachelor's degree in Business Administration, Information Technology, Computer Science, Engineering, or a related field.
  • Proven experience as a Business Analyst, Solutions Consultant, Implementation Manager, or similar client-facing role, preferably in a SaaS or enterprise software environment.
  • Demonstrated experience in customer onboarding processes and in-depth understanding of standard software feature adoption.
  • Strong experience in conducting detailed gap analysis and defining custom software development requirements.
  • Solid project management skills, particularly for managing post-implementation enhancements.
  • Strong analytical, problem-solving, and critical thinking skills.
  • Exceptional communication (written and verbal), presentation, and interpersonal skills.
  • Willingness and ability to travel frequently to customer locations.
  • Proficiency in process mapping tools (e.g., Visio, Lucidchart, Miro).
  • Experience with Agile methodologies (Scrum, Kanban) is a plus.

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