Job Description

The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, he/she must be self-directed, proactive, and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.

Process Manager Roles and responsibilities:

• Lead presales activities focusing on Customer Services solutions for Cable, Telco, Media & Entertainment industries.
• Create impactful solutions, GTM content and deliver workshops to showcase eClerx capabilities and drive growth.
• Build new analytics solutions along with demos and prototypes as relevant for the target industries and buyers.
• Develop comprehensive sales materials including collaterals, case studies, use cases, product demos and presentations for Customer Operations solutions.
• Conduct workshops and training sessions for clients, focusing on liaising advanced analytics and Customer Operations.
• Support the sales team in client interactions, offering technical expertise and product insights.
• Collaborate with product teams to refine offerings based on market feedback.
• Conduct pilots and seam-less handover to delivery teams once successful.
• Analyze market trends and competitor landscapes to enhance eClerx's value proposition.
• Assist in RFP/RFI responses and the creation of proof of concepts (PoCs) for potential clients.
• Ensure alignment between sales, marketing, operations and delivery teams for developing compelling Customer Operations solutions.

Technical and Functional Skills:

• Master's / Bachelor's degree in Business, Engineering, Analytics, Operations Management, or a related field with minimum 4 years of hands-on experience building and delivering analytics solutions leveraging data analytics tools & advanced algorithms, BI and engineering technologies.
• 2-3 years of experience in presales, consulting or a similar role within Customer Operations.
• Demonstrated experience in creating impactful sales materials and delivering persuasive product demonstrations.
• Excellent communication skills with the ability to convey technical concepts to diverse audiences.
• Proficiency in Customer Operations technologies and expertise in at least 2 CRM tools.
• Strong analytical skills to understand market dynamics and customer requirements.
• Team-oriented individual with exceptional collaboration skills.
• Ability to manage multiple projects concurrently and prioritize effectively.

About Us

At eClerx, we serve some of the largest global companies - 50 of the Fortune 500 clients. Our clients call upon us to solve their most complex problems, and deliver transformative insights. Across roles and levels, you get the opportunity to build expertise, challenge the status quo, think bolder, and help our clients seize value

About the Team

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

eClerx Digital is the trusted partner of choice to the world's largest global brands for creative production, eCommerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees - at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket - applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital's innovative delivery model drives the 'metrics that matter' for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.