Senior Business Analyst

4 weeks ago

Bengaluru, Karnataka, India Eka Software Solutions Full time
About Eka:
Eka Software Solutions, a leading provider of cloud-based commodity management solutions, has merged with Quor Group to establish a strong presence in the vendor solutions market. Our company offers a suite of CTRM and ETRM solutions enhanced by AI/ML technology, alongside Supply Chain Management and E-Sourcing products. We cater to a wide range of asset classes, including softs, ags, fertilizers/chemicals, liquids, precious metals, concentrates, and energy. Our product roadmap focuses on innovation, delivering strong product value propositions with clear short-term, medium-term, and long-term goals. We serve 100+ customers globally across multiple commodity segments.

Position/Title:
The Senior Business Analyst – Customer Success will be part of the Customer Success Team at Eka. This role will own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction. The Senior Business Analyst will establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.

Responsibilities:
Serve as the 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.
Act 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 contact 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.

Education:
Bachelor's Degree or higher

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