About Zapcom:

Zapcom is a 10 years old, global product engineering and technology solutions company headquartered in the US (United States) that specialises in boutique customer-centric solutions. 

 We work with clients across industries like banking/fintech, e-commerce, retail, travel, transportation, and hospitality to help them achieve their business objectives through innovative technology solutions. 

With offices in major cities like Dublin and Dallas in the USA, Toronto in Canada, Global Capability Centre’s in Bangalore and Hyderabad in India, and in Costa Rica, and currently expanding to Saudi Arabia and Europe, we offer exciting global opportunities to work on impactful projects as part of a talented, global and diverse team.

At Zapcom, we are deeply committed to innovation and staying at the forefront of technology. We specialise in custom software development, cloud migration and implementation, data science, artificial intelligence, machine learning, big data, and full-stack development. Our teams leverage cutting-edge technologies and follow agile development practices to build scalable, high-performing solutions. Being customer centric, we offer flexible engagement models to cater to the unique needs of our clients, from curated pods to staff augmentation and project-based work to long-term partnerships. We commit to quality, innovation, and customer success regardless of the engagement type. 

Roles and responsibilities:

• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
• Maintain and develop customer success strategies and best practices
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Maintain existing customer success metrics and data as required
• Serve as day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Facilitate interaction and workflow between project team members, including third- party service providers, to ensure deliverables are on time
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Prepare necessary documentation to demonstrate performance in C-Sat/NPS scores and to identify areas of improvement.

Key Skills:

• 5 to 10 years of experience in customer management, account management, or customer success
• Excellent verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
  Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Bachelor’s degree or Master’s degree
• Knowledge of project management tools.

Location & commitments: 

• This is a Permanent Opportunity. 
• Job Location: Bengaluru (India) (On Site)