SaaS Implementation Support

2 weeks ago

Bengaluru, India Unifize Full time
SaaS Implementation Support - B2B SaaS

Office Location: Bangalore - In office / hybrid

Salary: 30k - 60k pm

Shift 2: 3 pm to 1 am(with breaks) 3 - 11 regular, extensions to 1 am on demand

Shift 1: 10 am to 9pm (with breaks)  10 - 7 regular, extensions to 9 on demand

About Unifize:

At Unifize, we’re building a SaaS platform that revolutionises process efficiency for product development, quality, and operations teams in ISO and FDA regulated companies, especially in the medical device, pharmaceutical, nutritional supplement, and cosmetics industries.

By integrating communication, data, documents, and workflows into a single source of truth, we help our customers deliver better products on time, on budget, and with reduced risk. 

Please review:

  • Case studies and testimonials from customers, who talk extensively  about their transformational experiences using Unifize. 
  • Medical device landing page, which explains how the Unifize platform solves problems for a specific industry sector.
  • About us, which includes a questionable piece of amateur dramatics by the founders.

Role of the SaaS Implementation Executive: 

We are constantly improving our Customer success and implementation  process and a part of your role will be to help us with this. As the Implementation Executive , you will be responsible for configuring the Unifize applications for the customers, as well as gathering product and process insights about usage from the data and our interactions with the customer.  You’ll be expected to respond in lightning-fast time in the Unifize application to any questions or queries, especially in the first crucial days after we onboard a new customer.

You will start by understanding the current end-to-end process and learning about our existing customers. You will be expected to train and figure out how to use Unifize and the other software tools we use - including PDF template builders, and onboarding tools. There will be a learning curve here. 

This position will be hybrid and the hours flexible. You will have regular zoom calls with a Customer Success Manager/s or one of the Co-Founders to go through your scheduled or planned activities and help you through any problems.

We have very high expectations from the candidates that we do select, especially in terms of first-principles thinking, communication, and accountability. We want to encourage our employees to see Unifize as a learning ground.

Responsibilities: 
  • Configure Unifize application for customer requirement
  • Build PDF templates as per the customer's requirement
  • Troubleshooting non-technical issues raised by the team. 
  • Reporting the defects and following up with the development team on the progress
  • Implementing solutions for customers by configuring the application
  • Answering customers’ support questions on the app and making configurational changes to processes as required
  • Undertake ad-hoc tasks or projects as required 
  • Stay updated with product features and new releases

Requirements: 
  • Good written and verbal communication skills; organised and detail-oriented.
  • Ability to learn new software and systems quickly. 
  • Ability to dive into details to solve problems and offer solutions. 
  • Passion, enthusiasm, humour, and the ability to convey this through phone and email.
  • Basic knowledge of MS Office / Google Docs and Sheets.
  • Be able to work on a flexible time schedule.
  • Analytical mindset.
  • Basic coding skills are a plus.

What We Offer:
  • A chance to be part of a game-changing startup that is redefining the way people work
  • A supportive, learning-focused work environment where you can grow your skills and career.
  • Direct interaction with senior leaders and the opportunity to make substantial contributions to our strategic direction.

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