Strategic Account Manager

3 days ago

Bengaluru, Karnataka, India Eka Software Solutions Full time
About Eka

Eka Software Solutions, now a part of STG, has merged with Quor Group to create a leading presence in the vendor solutions market for metals, energy, and agriculture.

Our company utilizes a cloud-based suite of CTRM and ETRM solutions enhanced by AI/ML technology, accompanied by Supply Chain Management and E-Sourcing products.

With extensive CTRM/ETRM expertise across softs, ags, fertilizers/chemicals, liquids, precious metals, concentrates, energy and more, Quor Group provides a unique offering that meets the growing demands of commodity traders, energy merchants, miners, industrials, and producers.

Our product roadmap focuses on AI and delivering strong product value propositions with clear short-term, medium-term, and long-term goals.

Position/Title

The Senior Business Analyst – Customer Success will be part of the Customer Success Team at Eka.

S/he will own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.

They will be responsible for establishing relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.

Responsibilities
  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
  • Review the customer journey, determine how it is supported, and use a consultative approach to help clients overcome issues and achieve their goals.
  • Resolve customer concerns and queries in a timely and satisfactory manner.
  • Identify opportunities for customers to use more of our product, and promote these features.
  • Provide insights to the product team about user experience and feature requests.
  • Track customer activity to identify churn risk and work proactively to eliminate that risk.
  • Ensure all customers receive timely and successful deliveries of our solutions according to their needs.
  • Acting as a liaison between the customer and other departments within the company, such as the sales and technical teams.
  • Work with sales and marketing teams to boost customer referrals and develop case studies.
  • Proactively contacting clients to maintain a consistent high level of service delivery, while identifying and resolving issues that may impact client services.
  • Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
Requirements
  • 2 to 3 years of experience in account management, customer success.
  • Strong skills in verbal and written communications, strategic planning, and project management.
  • Analytical and process-oriented mindset.
  • Ability to work effectively across multiple departments in a deadline-driven environment.
  • Active team player, self-starter, and multitasker who can quickly adjust priorities.
  • High proficiency in Excel and PowerPoint.

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