Customer Success Lead

Job Description About Sonata Software In today's market, we observe a distinct duality in technology adoption. On one front, clients are keenly focused on cost containment, while on the other, there is a strong drive to modernize their digital storefronts, aiming to appeal to both consumers and B2B customers alike. As a leading Modernization Engineering company, we aim to deliver modernization-driven hypergrowth for our clients based on the deep differentiation we have created in Modernization Engineering, powered by our Lightening suite and 16-step Platformation playbook. In addition, we bring agility and systems thinking to accelerate time to market for our clients. Headquartered in Bengaluru, India, Sonata Software has a strong global presence, with strategic operations spanning across key regions such as the US, UK, Europe, APAC, and ANZ. We are a trusted partner of world-leading companies in TMT (Telecom, Media, and Technology), Retail & CPG, Manufacturing, BFSI (Banking, Financial Services and Insurance), and HLS (Healthcare and Lifesciences). Our bouquet of Modernization Engineering services cuts across Cloud, Data, Dynamics, Contact Centers, and around newer technologies like Generative AI, MS Fabric, and other modernization platforms. To know more, visit: www.sonata-software.com Job Title: Process Consultant Job Type: Full-time Experience: 10-15 years Location: Hyderabad Role And Responsibilities Define, implement, and monitor software development and quality assurance processes, including SOPs, work instructions, and quality manuals across the organization - Maintaining and improving Quality Management System and Processes aligned to CMMI, ISO9001, ISO27001 and ISO20000 - Conduct internal training and workshops to build process awareness and capability. - Lead process audits, gap analyses, and risk assessments to ensure compliance with internal policies and external standards (e.g., ISO, CMMI, Agile) - Collaborate with engineering, product, and QA teams to standardize development methodologies and ensure process adherence - Improve Process compliance through Project Onboarding Reviews, Audits & Assessments - Review & Report on the project health and highlight the risks and issues - Improve Customer Experience through Customer Feedback survey and improvement actions - Monitor KPIs related to software quality, process efficiency, and compliance. - Drive continuous improvement initiatives based on data-driven insights and quality metrics - Collation and analysis of metrics for performance baselines & prediction models - Serve as a liaison for external audits and certifications Skills & Expertise Bachelor's or Master's degree in Engineering, or related field. 10+ years of experience in software quality and process management. Strong understanding of software development life cycles (SDLC), Agile Scrum/Kanban, quality models (e.g., CMMI, ISO 9001, Agile, ITIL), and process frameworks. Experience with quality management systems (QMS), audits, and process improvement initiatives. Excellent analytical, problem-solving, and organizational skills. Strong communication and leadership abilities to influence cross-functional teams Why join Sonata Software At Sonata, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build never seen before solutions to some of the world's toughest problems. Youll be challenged, but you will not be alone. Youll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.