Customer Experience Specialist (Middle Shift) About Smartcat Smartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world's leading enterprises. We're on the frontier of an entirely new category: Agentic AI. We enable enterprises to build high-performing hybrid workforces made up of both humans and AI agents. These AI agents aren't generic copilots. They're fully trained digital teammates that learn from your best people, your content, and your business strategy-ready to get to work from day one. Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale. Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world-instantly, accurately, and in every language. As a Series C company with 130% year-over-year growth, we're scaling fast and investing in people who want to shape the future of work with us. Join us in unlocking global potential, one human and agent team at a time. Smartcat was founded in 2016 to help global enterprises create and manage their multilingual content. Today, Smartcat is the essential language AI platform for the global enterprise. Our client-tailored language AI turns content in any format into any language, from documents to videos to complex websites and software, making global operations simple for any corporate team. It also allows any user to create new content by tapping into a multilingual enterprise library. More than 1,000 global companies including 25% of the Fortune 500 trust Smartcat to communicate their innovations and ideas all over the world. Smartcat's vision is to realise a world where there is equal access to innovations and ideas. Smartcat is backed by Matrix Partners, FJ Labs, and other leading VC firms focusing on SaaS, marketplaces and AI. You might recognize names like HubSpot, Zendesk, Uber, Stripe, RigUp, and Quora in their portfolios. Despite the economic recession, Smartcat is growing at 150% YoY. It's well-funded and capital efficient, providing a unique combination of a hyper-growth environment with downside protection and the ability to think and plan long-term. Mission The mission of a Customer Experience Specialist at Smartcat is to address our customer's needs by offering assistance with empathy, passion, and clear communication, collaborating closely with the product team by reporting feedback and escalating issues (feature requests, bugs, etc.) as needed. By delivering excellent support to our amazing users, you're expected to maintain a great customer satisfaction rate in this role. Outcomes: Keep the CSAT above 96% Ensure SLA goals are met (target > 95%) Passionate and ready to pick and resolve tickets from the queue (Average 50 tickets per week) Should learn new technologies or new offerings of the product independently (training and help will be provided) Should strive for the resolution of issues within 2 business days across all customers Your responsibilities will be: Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack Engage with customers via tickets during respective shifts Effectively take part in the rotational on-call roster to help our enterprise customers with critical issues during off-business hours. We offer on-call allowances as per the shifts. Brainstorm and troubleshoot complex issues Develop and maintain documentation for the user's help center and internal usage Escalate customer requests to other teams (product, infrastructure, DevOps, etc.) Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams such as the Accounts management team and Sales for a top-notch customer experience. Requirements: Must have or practice consistently the values of customer obsession, empathy, ownership, and openness Excellent written and spoken English communication skills Knowledge of and experience with a blend of Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions Must be willing and able to work Middle Shift, 10am-7pm CST Must have experience working with Zendesk and Slack Must have experience working in a SaaS environment in a support role Experience with localization and translation is a plus Possess exceptional troubleshooting and problem-solving skills Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough Openness to constructive feedback and the opinions and ideas of others Why joining Smartcat might be your best move so far Fully remote team We are a global team of 200+ enthusiastic people spread across 30+ countries. We have been fully remote since 2020, with some locations populated with more Smartcaters than others, such as Boston, NYC, SF, the Bay Area, London, and Lisbon. Innovating a $100 Billion industry Smartcat's innovative approach towards multilingual content, taps into a $100B industry. Our platform enables enterprise end users to stop using traditional outsourcing methods, and start enjoying an easy-to-use, AI-powered SaaS, that delivers immediate high-quality results, at a fraction of the cost. High impact role enabling innovation and inclusion in organizations You will enjoy building with us. You will drive changes in how an old-fashioned global language industry operates while improving how hundreds of thousands of people work and millions of people exchange knowledge and ideas worldwide. Join the rocketship to scale-up 10x and beyond together We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn't for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here. Smartcat Culture : Where Diversity Meets High Performance At Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and clear, honest and direct communication. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to diversity and inclusion is steadfast, and we stand firmly against discrimination and harassment. Create a Job Alert Interested in building your career at Smartcat? Get future opportunities sent straight to your email. Apply for this job indicates a required field First Name Last Name Preferred First Name Email Phone Location (City) Resume/CV Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Please provide your monthly gross compensation expectations (with currency) What is your current location? Do you require sponsorship to work in your current location? Do you have experience analyzing logs while troubleshooting issues? If yes, let us know what type of logs you have analyzed? How many years experience do you have in SaaS support? Are you able to work 10am- 7pm CST Middle Shift? Select
Jul 17, 2025
Full time
Customer Experience Specialist (Middle Shift) About Smartcat Smartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world's leading enterprises. We're on the frontier of an entirely new category: Agentic AI. We enable enterprises to build high-performing hybrid workforces made up of both humans and AI agents. These AI agents aren't generic copilots. They're fully trained digital teammates that learn from your best people, your content, and your business strategy-ready to get to work from day one. Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale. Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world-instantly, accurately, and in every language. As a Series C company with 130% year-over-year growth, we're scaling fast and investing in people who want to shape the future of work with us. Join us in unlocking global potential, one human and agent team at a time. Smartcat was founded in 2016 to help global enterprises create and manage their multilingual content. Today, Smartcat is the essential language AI platform for the global enterprise. Our client-tailored language AI turns content in any format into any language, from documents to videos to complex websites and software, making global operations simple for any corporate team. It also allows any user to create new content by tapping into a multilingual enterprise library. More than 1,000 global companies including 25% of the Fortune 500 trust Smartcat to communicate their innovations and ideas all over the world. Smartcat's vision is to realise a world where there is equal access to innovations and ideas. Smartcat is backed by Matrix Partners, FJ Labs, and other leading VC firms focusing on SaaS, marketplaces and AI. You might recognize names like HubSpot, Zendesk, Uber, Stripe, RigUp, and Quora in their portfolios. Despite the economic recession, Smartcat is growing at 150% YoY. It's well-funded and capital efficient, providing a unique combination of a hyper-growth environment with downside protection and the ability to think and plan long-term. Mission The mission of a Customer Experience Specialist at Smartcat is to address our customer's needs by offering assistance with empathy, passion, and clear communication, collaborating closely with the product team by reporting feedback and escalating issues (feature requests, bugs, etc.) as needed. By delivering excellent support to our amazing users, you're expected to maintain a great customer satisfaction rate in this role. Outcomes: Keep the CSAT above 96% Ensure SLA goals are met (target > 95%) Passionate and ready to pick and resolve tickets from the queue (Average 50 tickets per week) Should learn new technologies or new offerings of the product independently (training and help will be provided) Should strive for the resolution of issues within 2 business days across all customers Your responsibilities will be: Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack Engage with customers via tickets during respective shifts Effectively take part in the rotational on-call roster to help our enterprise customers with critical issues during off-business hours. We offer on-call allowances as per the shifts. Brainstorm and troubleshoot complex issues Develop and maintain documentation for the user's help center and internal usage Escalate customer requests to other teams (product, infrastructure, DevOps, etc.) Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams such as the Accounts management team and Sales for a top-notch customer experience. Requirements: Must have or practice consistently the values of customer obsession, empathy, ownership, and openness Excellent written and spoken English communication skills Knowledge of and experience with a blend of Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions Must be willing and able to work Middle Shift, 10am-7pm CST Must have experience working with Zendesk and Slack Must have experience working in a SaaS environment in a support role Experience with localization and translation is a plus Possess exceptional troubleshooting and problem-solving skills Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough Openness to constructive feedback and the opinions and ideas of others Why joining Smartcat might be your best move so far Fully remote team We are a global team of 200+ enthusiastic people spread across 30+ countries. We have been fully remote since 2020, with some locations populated with more Smartcaters than others, such as Boston, NYC, SF, the Bay Area, London, and Lisbon. Innovating a $100 Billion industry Smartcat's innovative approach towards multilingual content, taps into a $100B industry. Our platform enables enterprise end users to stop using traditional outsourcing methods, and start enjoying an easy-to-use, AI-powered SaaS, that delivers immediate high-quality results, at a fraction of the cost. High impact role enabling innovation and inclusion in organizations You will enjoy building with us. You will drive changes in how an old-fashioned global language industry operates while improving how hundreds of thousands of people work and millions of people exchange knowledge and ideas worldwide. Join the rocketship to scale-up 10x and beyond together We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn't for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here. Smartcat Culture : Where Diversity Meets High Performance At Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and clear, honest and direct communication. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to diversity and inclusion is steadfast, and we stand firmly against discrimination and harassment. Create a Job Alert Interested in building your career at Smartcat? Get future opportunities sent straight to your email. Apply for this job indicates a required field First Name Last Name Preferred First Name Email Phone Location (City) Resume/CV Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Please provide your monthly gross compensation expectations (with currency) What is your current location? Do you require sponsorship to work in your current location? Do you have experience analyzing logs while troubleshooting issues? If yes, let us know what type of logs you have analyzed? How many years experience do you have in SaaS support? Are you able to work 10am- 7pm CST Middle Shift? Select
Business Analyst (Processes, Documentation & Automation) London (Hybrid - 3 days/week in Liverpool Street office) Full-time, salary: £60,000-75,000 Business Analyst to lead and drive the creation of functional specifications, testing and data analysis, closely with engineering and product teams. About Travtus Travtus is transforming real estate operations with AI-powered SaaS solutions. Our platform automates and enhances Multifamily building operations, boosting efficiency, staff retention and improving resident satisfaction with data-led decisions. We're on a mission to modernise property operations with our everyday AI platform built for Multifamily. About the Role Review & Document Business Processes: Understand and map existing business processes across teams, identifying inefficiencies and opportunities for improvement. Process Improvement & Testing: Design and conduct thorough testing of processes and features, helping the team understand what's working and why - and identifying the root causes of issues when things don't go as expected. Specification & Diagramming: Translate business needs into clear, actionable specifications and visuals (flows, wireframes, diagrams) for internal and technical use. Map Current vs Future States: Work closely with product and engineering to map current workflows and define future-state processes, especially when scoping new features. Feature Documentation: Maintain and continually improve the documentation of platform features to support onboarding and cross-functional understanding (e.g., for marketing, sales, and customer success teams). Own & Manage the Travtus Notion Workspace: Ensure internal knowledge is centralised, searchable, up-to-date, and structured to empower every team member. Support with Automation Initiatives: Bring an interest in automation and how it can streamline operations, especially as we explore the integration and productisation of LLMs. Help Enhance Team Productivity: Contribute to initiatives that improve internal efficiency - from how we manage insights from meetings to how we implement repeatable processes. Requirements The successful applicant will be a natural problem-solver with an affinity for automation, efficiency, and AI-driven solutions with excellent communication and collaboration skills across both technical and non-technical teams. Must have: Proven experience as a Business Analyst or in a similar analytical, process-driven rol Strong understanding of SaaS products and technology environments - no coding required, but a curiosity about how things work under the hood is key. Excellent skills in process mapping, documentation. Experience in designing and running UAT or process testing initiatives. Comfortable translating complex workflows into clear documentation and diagrams. Nice to have: Ideally deep experience working with Notion Automation experience Compensation & benefits Salary range: £60,000 - £75,000 (experience dependent) Deliveroo weekly allowance Healthcare Central London office - 3 days a week Unlimited holidays About the Team Working in a truly collaborative style, where everyone is heard and brings something valuable to the conversation allows us to push the boundaries in this new area of technology. We are fundamentally challenging the way one of the largest industries in the world operates, and our commercial success pays testament to the skill, commitment and passion that our team displays every day. Apply now and help us shape the future of AI technology!
Jul 16, 2025
Full time
Business Analyst (Processes, Documentation & Automation) London (Hybrid - 3 days/week in Liverpool Street office) Full-time, salary: £60,000-75,000 Business Analyst to lead and drive the creation of functional specifications, testing and data analysis, closely with engineering and product teams. About Travtus Travtus is transforming real estate operations with AI-powered SaaS solutions. Our platform automates and enhances Multifamily building operations, boosting efficiency, staff retention and improving resident satisfaction with data-led decisions. We're on a mission to modernise property operations with our everyday AI platform built for Multifamily. About the Role Review & Document Business Processes: Understand and map existing business processes across teams, identifying inefficiencies and opportunities for improvement. Process Improvement & Testing: Design and conduct thorough testing of processes and features, helping the team understand what's working and why - and identifying the root causes of issues when things don't go as expected. Specification & Diagramming: Translate business needs into clear, actionable specifications and visuals (flows, wireframes, diagrams) for internal and technical use. Map Current vs Future States: Work closely with product and engineering to map current workflows and define future-state processes, especially when scoping new features. Feature Documentation: Maintain and continually improve the documentation of platform features to support onboarding and cross-functional understanding (e.g., for marketing, sales, and customer success teams). Own & Manage the Travtus Notion Workspace: Ensure internal knowledge is centralised, searchable, up-to-date, and structured to empower every team member. Support with Automation Initiatives: Bring an interest in automation and how it can streamline operations, especially as we explore the integration and productisation of LLMs. Help Enhance Team Productivity: Contribute to initiatives that improve internal efficiency - from how we manage insights from meetings to how we implement repeatable processes. Requirements The successful applicant will be a natural problem-solver with an affinity for automation, efficiency, and AI-driven solutions with excellent communication and collaboration skills across both technical and non-technical teams. Must have: Proven experience as a Business Analyst or in a similar analytical, process-driven rol Strong understanding of SaaS products and technology environments - no coding required, but a curiosity about how things work under the hood is key. Excellent skills in process mapping, documentation. Experience in designing and running UAT or process testing initiatives. Comfortable translating complex workflows into clear documentation and diagrams. Nice to have: Ideally deep experience working with Notion Automation experience Compensation & benefits Salary range: £60,000 - £75,000 (experience dependent) Deliveroo weekly allowance Healthcare Central London office - 3 days a week Unlimited holidays About the Team Working in a truly collaborative style, where everyone is heard and brings something valuable to the conversation allows us to push the boundaries in this new area of technology. We are fundamentally challenging the way one of the largest industries in the world operates, and our commercial success pays testament to the skill, commitment and passion that our team displays every day. Apply now and help us shape the future of AI technology!
Who are we? Founded in 2014 by Khadim Batti and Vara Kumar, Whatfix is a leading global B2B SaaS provider and the largest pure-play enterprise digital adoption platform (DAP). Whatfix empowers companies to maximize the ROI of their digital investments across the application lifecycle, from ideation to training to the deployment of software. Driving user productivity, ensuring process compliance, and improving user experience of internal and customer-facing applications. Spearheading the category with serial innovation and unmatched customer-centricity, Whatfix is the only DAP innovating beyond the category, positioning itself as a comprehensive suite for GenAI-powered digital adoption, analytics, and application simulation. Whatfix product suite consists of 3 products - DAP, Product Analytics, and Mirror. This product suite helps businesses accelerate ROI on digital investments by streamlining application deployment across its lifecycle. Whatfix has seven offices across the US, India, UK, Germany, Singapore, and Australia and a presence across 40+ countries. Customers : 700+ enterprise customers, including over 80 Fortune 500 companies such as Shell, Microsoft, Schneider Electric, and UPS Supply Chain Solutions. Investors : Raised a total of $270 million. Most recently Series E round of $125 Million led by Warburg Pincus with participation from existing investor SoftBank Vision Fund 2. Other investors include Cisco Investments, Eight Roads Ventures (A division of Fidelity Investments), Dragoneer Investments, Peak XV Partners, and Stellaris Venture Partners. With over 45% YoY sustainable annual recurring revenue (ARR) growth, Whatfix is among the "Top 50 Indian Software Companies" as per G2 Best Software Awards. Recognized as a "Leader" in the digital adoption platforms (DAP) category for the past 4+ years by leading analyst firms like Gartner, Forrester, IDC, and Everest Group. The only vendor recognized as a Customers' Choice in the 2024 Gartner Voice of the Customer for Digital Adoption Platforms has once again earned the Customers' Choice distinction in 2025. We also boast a star rating of 4.6 on G2 Crowd, 4.5 on Gartner Peer Insights, and a high CSAT of 99.8% Highest-Ranking DAP on 2023 Deloitte Technology Fast 500 North America for Fourth Consecutive Year Won the Silver for Stevie's Employer of the Year 2023 - Computer Software category and also recognized as Great Place to Work Only DAP to be among the top 35% companies worldwide in sustainability excellence with EcoVadis Bronze Medal On the G2 peer review platform, Whatfix has received 77 Leader badges across all market segments, including Small, Medium, and Enterprise, in 2024, among numerous other industry recognitions. About the Role We are looking for a stellar Senior Solutions Consultant to help drive growth at Whatfix. The ideal candidate will be an expert in the Whatfix platform from demo to Proof of Concept and will play a key role in supporting our Sales team by clearly articulating the value and benefits of our solution to prospects and customers. This role requires a strong track record of successfully evangelizing products through compelling presentations and live product demonstrations. Fluency in German is a must , as this role will involve working closely with German-speaking customers, prospects, and partners. Responsibilities Understand the multitude of enterprise software trends and technologies in the marketplace and how they create an opportunity for a DAP platform Partner with the Account Executives during (business) discovery calls and prepare/deliver presentations and product demonstrations explaining Whatfix products to prospects and customers Successfully manage and execute on-site or remote solution demonstrations with the assistance of Account Executives Responsible for representing the product to customers and at field events such as conferences, seminars, etc. Evangelize Whatfix products to prospects, customers, and partners via presentations and product demos Respond to functional and technical elements of RFIs/RFPs with the assistance of Account Executives and Technical Sales Engineers Convey feature input and customer requirements to Product Management teams Partnering with sales executives to plan, prepare, and execute strategic deals in complex sales cycles, including Discovery Calls, Value Assessment calls, and more Respond to objections during solution presentations and articulate the value and return on investment delivered Establish and maintain a deep understanding of the overall Whatfix product portfolio and the competitive landscape Understand and study Whatfix deployments across industries and develop industry best practices and use cases based on our current deployments Self-driven interest to learn more about customer's business, digital transformation trends in their industry, and presenting a thought leadership on Whatfix solving their pain points Understand the multitude of enterprise software trends and technologies in the marketplace and how they create an opportunity for a DAP platform Liaise with the Engineering, Product, Marketing, and Sales teams to provide consultative product expertise for all customer needs Effectively communicate & build confidence with customers across teams (Engineering, Product, Marketing, and Sales) Qualifications 5+ years Technical Pre-Sales / Sales Engineering / Solutions Consulting experience Ability to study existing deployments across industries like Insurance, Technology, Financial Services, Healthcare and to communicate the use cases and results to new prospects from these industries. Background in understanding existing deployments across applications like CRM (Salesforce, Microsoft), HR (Workday, Oracle, SAP), and communicating the use cases and results to new prospects looking to deploy Whatfix on these platforms Experience as Solutions Consultant at an Application Software Company catering to industries relevant to Whatfix: Insurance, Healthcare, Technology, Financial Services, Manufacturing Consultative selling experience; listening to customer needs and shaping a shared vision for a solution Ability to creatively explain and present complex concepts in an easy to understand the manner Understanding of high-performance software and Enterprise SaaS Excellent written and verbal communication skills to communicate professionally Self-motivated with strong interpersonal and problem-solving skills Ability to work well in a highly dynamic team environment focussed on providing above-industry-standard customer service Ability to travel to on-site meetings Perks / Benefits Mac shop, work with the newest technologies 25 days of PTO for the calendar year and 8-10 public & bank holidays Equity Plan Paid paternal/maternal leave Monthly cell phone & internet stipend Paid UberEats lunches daily Private medical insurance & health cash plan Pension plan Group Life Insurance plan Team and company outings Learning and Development benefits At Whatfix, we value collaboration, innovation, and human connection. We believe that working together in the office five days a week fosters open communication, strengthens our community, and drives innovation, helping us achieve our goals more effectively. This role requires onsite work at our London office, located at 1 Kingdom Street, Paddington Central, London, W2 6BD. Relocation assistance is available. We strive to live and breathe our Cultural Principles and encourage employees to demonstrate some of these core values - Customer First; Empathy; Transparency; Fail Fast and scale Fast; No Hierarchies for Communication; Deep Dive and innovate; Trust is the foundation; and Do it as you own it. Whatfix is an Equal Opportunity Employer and an E-Verify participant. All activities must comply with our Equal Opportunity Laws, ADA, and other regulations, as appropriate. We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status. Due to the global nature of our company and our hiring committee spanning different time zones, the interviews for this role will be recorded for those not in attendance to review.
Jul 11, 2025
Full time
Who are we? Founded in 2014 by Khadim Batti and Vara Kumar, Whatfix is a leading global B2B SaaS provider and the largest pure-play enterprise digital adoption platform (DAP). Whatfix empowers companies to maximize the ROI of their digital investments across the application lifecycle, from ideation to training to the deployment of software. Driving user productivity, ensuring process compliance, and improving user experience of internal and customer-facing applications. Spearheading the category with serial innovation and unmatched customer-centricity, Whatfix is the only DAP innovating beyond the category, positioning itself as a comprehensive suite for GenAI-powered digital adoption, analytics, and application simulation. Whatfix product suite consists of 3 products - DAP, Product Analytics, and Mirror. This product suite helps businesses accelerate ROI on digital investments by streamlining application deployment across its lifecycle. Whatfix has seven offices across the US, India, UK, Germany, Singapore, and Australia and a presence across 40+ countries. Customers : 700+ enterprise customers, including over 80 Fortune 500 companies such as Shell, Microsoft, Schneider Electric, and UPS Supply Chain Solutions. Investors : Raised a total of $270 million. Most recently Series E round of $125 Million led by Warburg Pincus with participation from existing investor SoftBank Vision Fund 2. Other investors include Cisco Investments, Eight Roads Ventures (A division of Fidelity Investments), Dragoneer Investments, Peak XV Partners, and Stellaris Venture Partners. With over 45% YoY sustainable annual recurring revenue (ARR) growth, Whatfix is among the "Top 50 Indian Software Companies" as per G2 Best Software Awards. Recognized as a "Leader" in the digital adoption platforms (DAP) category for the past 4+ years by leading analyst firms like Gartner, Forrester, IDC, and Everest Group. The only vendor recognized as a Customers' Choice in the 2024 Gartner Voice of the Customer for Digital Adoption Platforms has once again earned the Customers' Choice distinction in 2025. We also boast a star rating of 4.6 on G2 Crowd, 4.5 on Gartner Peer Insights, and a high CSAT of 99.8% Highest-Ranking DAP on 2023 Deloitte Technology Fast 500 North America for Fourth Consecutive Year Won the Silver for Stevie's Employer of the Year 2023 - Computer Software category and also recognized as Great Place to Work Only DAP to be among the top 35% companies worldwide in sustainability excellence with EcoVadis Bronze Medal On the G2 peer review platform, Whatfix has received 77 Leader badges across all market segments, including Small, Medium, and Enterprise, in 2024, among numerous other industry recognitions. About the Role We are looking for a stellar Senior Solutions Consultant to help drive growth at Whatfix. The ideal candidate will be an expert in the Whatfix platform from demo to Proof of Concept and will play a key role in supporting our Sales team by clearly articulating the value and benefits of our solution to prospects and customers. This role requires a strong track record of successfully evangelizing products through compelling presentations and live product demonstrations. Fluency in German is a must , as this role will involve working closely with German-speaking customers, prospects, and partners. Responsibilities Understand the multitude of enterprise software trends and technologies in the marketplace and how they create an opportunity for a DAP platform Partner with the Account Executives during (business) discovery calls and prepare/deliver presentations and product demonstrations explaining Whatfix products to prospects and customers Successfully manage and execute on-site or remote solution demonstrations with the assistance of Account Executives Responsible for representing the product to customers and at field events such as conferences, seminars, etc. Evangelize Whatfix products to prospects, customers, and partners via presentations and product demos Respond to functional and technical elements of RFIs/RFPs with the assistance of Account Executives and Technical Sales Engineers Convey feature input and customer requirements to Product Management teams Partnering with sales executives to plan, prepare, and execute strategic deals in complex sales cycles, including Discovery Calls, Value Assessment calls, and more Respond to objections during solution presentations and articulate the value and return on investment delivered Establish and maintain a deep understanding of the overall Whatfix product portfolio and the competitive landscape Understand and study Whatfix deployments across industries and develop industry best practices and use cases based on our current deployments Self-driven interest to learn more about customer's business, digital transformation trends in their industry, and presenting a thought leadership on Whatfix solving their pain points Understand the multitude of enterprise software trends and technologies in the marketplace and how they create an opportunity for a DAP platform Liaise with the Engineering, Product, Marketing, and Sales teams to provide consultative product expertise for all customer needs Effectively communicate & build confidence with customers across teams (Engineering, Product, Marketing, and Sales) Qualifications 5+ years Technical Pre-Sales / Sales Engineering / Solutions Consulting experience Ability to study existing deployments across industries like Insurance, Technology, Financial Services, Healthcare and to communicate the use cases and results to new prospects from these industries. Background in understanding existing deployments across applications like CRM (Salesforce, Microsoft), HR (Workday, Oracle, SAP), and communicating the use cases and results to new prospects looking to deploy Whatfix on these platforms Experience as Solutions Consultant at an Application Software Company catering to industries relevant to Whatfix: Insurance, Healthcare, Technology, Financial Services, Manufacturing Consultative selling experience; listening to customer needs and shaping a shared vision for a solution Ability to creatively explain and present complex concepts in an easy to understand the manner Understanding of high-performance software and Enterprise SaaS Excellent written and verbal communication skills to communicate professionally Self-motivated with strong interpersonal and problem-solving skills Ability to work well in a highly dynamic team environment focussed on providing above-industry-standard customer service Ability to travel to on-site meetings Perks / Benefits Mac shop, work with the newest technologies 25 days of PTO for the calendar year and 8-10 public & bank holidays Equity Plan Paid paternal/maternal leave Monthly cell phone & internet stipend Paid UberEats lunches daily Private medical insurance & health cash plan Pension plan Group Life Insurance plan Team and company outings Learning and Development benefits At Whatfix, we value collaboration, innovation, and human connection. We believe that working together in the office five days a week fosters open communication, strengthens our community, and drives innovation, helping us achieve our goals more effectively. This role requires onsite work at our London office, located at 1 Kingdom Street, Paddington Central, London, W2 6BD. Relocation assistance is available. We strive to live and breathe our Cultural Principles and encourage employees to demonstrate some of these core values - Customer First; Empathy; Transparency; Fail Fast and scale Fast; No Hierarchies for Communication; Deep Dive and innovate; Trust is the foundation; and Do it as you own it. Whatfix is an Equal Opportunity Employer and an E-Verify participant. All activities must comply with our Equal Opportunity Laws, ADA, and other regulations, as appropriate. We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status. Due to the global nature of our company and our hiring committee spanning different time zones, the interviews for this role will be recorded for those not in attendance to review.
Who are we? Whatfix is a leading global B2B SaaS organization and the largest pure-play enterprise digital adoption platform solution provider. Utilizing GenAI technology, Whatfix enhances all stages of software deployment with application simulation, product analytics, and digital adoption, driving business outcomes such as increased revenue win rates, cost reduction, risk compliance, enhanced productivity, and improved user experience. We have seven offices in the US, India, UK, Germany, Singapore, and Australia, supporting 700+ global customers, including 80+ Fortune 500 companies. Whatfix has raised $140 million to date and is backed by marquee investors, including Softbank, PeakXV, Dragoneer, and Cisco Investments. With over 45% YoY sustainable annual recurring revenue (ARR) growth, Whatfix is among the "Top 50 Indian Software Companies" as per G2 Best Software Awards. Recognized as a "Leader" in the digital adoption platforms (DAP) category for the past 4+ years by leading analyst firms like Gartner, Forrester, IDC, and Everest Group. The sole vendor named as Customers' Choice: 2024 Gartner Voice of the Customer for Digital Adoption Platform Report. We also boast a star rating of 4.6 on G2 Crowd, 4.5 on Gartner Peer Insights, and a high CSAT of 99.8%. Highest-Ranking DAP on 2023 Deloitte Technology Fast 500 North America for Third Consecutive Year. Won the Silver for Stevie's Employer of the Year 2023. Only DAP to be among the top 35% companies worldwide in sustainability excellence with EcoVadis Bronze Medal. About the Role We are seeking an outstanding GSI Alliance Manager-EMEA to join our team and work out of our London EMEA HQ. The position will work with the GSI partner(s) to own all sales and business development activities at different stages of the Alliance partnership. The GSI Alliance Manager-EMEA will be pivotal in driving new business opportunities with our GSI partners, helping them grow their business globally while driving C-level, Practice Team, Marketing, and Field relationships. The ideal candidate will bring a partnership background to drive successful partnerships and engage at the CXO level to close deals within the GSI ecosystem. The position also requires strong product acumen, complex campaign understanding, and working knowledge of the Enterprise IT landscape. Responsibilities Develop the NA plan for the "alliance partner" in collaboration with stakeholders across the "organization," focusing on critical offerings and country-level execution. Develop joint relationships, initiatives, and programs for long-term sustained account success. Influence Sales leadership to partner for short- and long-term revenue growth while building sustainable, trusting relationships across the Alliance partner. Align closely with the regional alliance leaders to ensure the identification, pursuit, closure, and tracking of customer opportunities to perpetuate the existing base of "organization" revenue - engage in customer-specific activities as needed. Identify the right opportunities, frame deal structures, negotiate & close out of deals with a focus on business development and sourcing deals. Ensure GTM stakeholders align with the right Whatfix value prop to evangelize Whatfix with their regional sales teams and clients. Manage and collaborate with GSI partners to define and execute joint sales and Go to Market (GTM) programs. Propose business solutions to support sales campaigns and serve as the domain expert on proposed solutions to prospective clients. Assist the partner team with the expansion strategy into target accounts by educating them on Whatfix's overall capability. Plan sales campaigns with partner executives and lead efforts to ensure the delivery of all technical resources to our partner's sales campaigns. Collaborate with partner's product managers, software developers, analysts, industry principals, and other groups, evangelizing and enabling them on Whatfix. Handle escalation & governance as part of partner program and experience during sales as well as after-sales. Requirements MBA Degree or equivalent business experience. 8-12 years of total experience. 5-7 years of GSI alliance experience, preferably from within a SaaS/ISV organization. Ability to understand complex GSI relationships. Experience driving partner go-to-market campaigns that include cross-functional teams across sales, marketing, and partners. Experience engaging and influencing C-level executives. Experience owning, driving, and managing partnerships against quarterly targets. Excellent communicator and active listener with a strong sense of ownership in the work. Multilingual skills preferred - Native German and English proficiency is preferred, and any other European language is a plus. Skilled in negotiating contracts and growth plans with current and prospective GSI partners. Ability to understand and apply procedures, regulations, and policies related to areas of specialized expertise. Ability to use a clearly defined methodology for establishing priorities. Ability to proactively develop partner relationships by listening to, understanding, anticipating, and providing solutions to partner and partners' customer needs. This role requires 50% or more of travel, without exception. Perks / Benefits Mac shop, work with the newest technologies. 25 days of PTO for the calendar year and 8-10 public & bank holidays. Equity Plan. Paid paternal/maternal leave. Monthly cell phone & internet stipend. Paid UberEats lunches daily. Private medical insurance & health cash plan. Pension plan. Group Life Insurance plan. Team and company outings. Learning and Development benefits. At Whatfix, we value collaboration, innovation, and human connection. We believe that working together in the office five days a week fosters open communication, strengthens our community, and drives innovation, helping us achieve our goals more effectively. This role requires onsite work at our London office, located at 1 Kingdom Street, Paddington Central, London, W2 6BD. Relocation assistance is available. We strive to live and breathe our Cultural Principles and encourage employees to demonstrate some of these core values - Customer First; Empathy; Transparency; Fail Fast and Scale Fast; No Hierarchies for Communication; Deep Dive and Innovate; Trust is the foundation; and Do it as you own it. Whatfix is an Equal Opportunity Employer and an E-Verify participant. All activities must comply with our Equal Opportunity Laws, ADA, and other regulations, as appropriate. We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status. Due to the global nature of our company and our hiring committee spanning different time zones, the interviews for this role will be recorded for those not in attendance to review.
Feb 20, 2025
Full time
Who are we? Whatfix is a leading global B2B SaaS organization and the largest pure-play enterprise digital adoption platform solution provider. Utilizing GenAI technology, Whatfix enhances all stages of software deployment with application simulation, product analytics, and digital adoption, driving business outcomes such as increased revenue win rates, cost reduction, risk compliance, enhanced productivity, and improved user experience. We have seven offices in the US, India, UK, Germany, Singapore, and Australia, supporting 700+ global customers, including 80+ Fortune 500 companies. Whatfix has raised $140 million to date and is backed by marquee investors, including Softbank, PeakXV, Dragoneer, and Cisco Investments. With over 45% YoY sustainable annual recurring revenue (ARR) growth, Whatfix is among the "Top 50 Indian Software Companies" as per G2 Best Software Awards. Recognized as a "Leader" in the digital adoption platforms (DAP) category for the past 4+ years by leading analyst firms like Gartner, Forrester, IDC, and Everest Group. The sole vendor named as Customers' Choice: 2024 Gartner Voice of the Customer for Digital Adoption Platform Report. We also boast a star rating of 4.6 on G2 Crowd, 4.5 on Gartner Peer Insights, and a high CSAT of 99.8%. Highest-Ranking DAP on 2023 Deloitte Technology Fast 500 North America for Third Consecutive Year. Won the Silver for Stevie's Employer of the Year 2023. Only DAP to be among the top 35% companies worldwide in sustainability excellence with EcoVadis Bronze Medal. About the Role We are seeking an outstanding GSI Alliance Manager-EMEA to join our team and work out of our London EMEA HQ. The position will work with the GSI partner(s) to own all sales and business development activities at different stages of the Alliance partnership. The GSI Alliance Manager-EMEA will be pivotal in driving new business opportunities with our GSI partners, helping them grow their business globally while driving C-level, Practice Team, Marketing, and Field relationships. The ideal candidate will bring a partnership background to drive successful partnerships and engage at the CXO level to close deals within the GSI ecosystem. The position also requires strong product acumen, complex campaign understanding, and working knowledge of the Enterprise IT landscape. Responsibilities Develop the NA plan for the "alliance partner" in collaboration with stakeholders across the "organization," focusing on critical offerings and country-level execution. Develop joint relationships, initiatives, and programs for long-term sustained account success. Influence Sales leadership to partner for short- and long-term revenue growth while building sustainable, trusting relationships across the Alliance partner. Align closely with the regional alliance leaders to ensure the identification, pursuit, closure, and tracking of customer opportunities to perpetuate the existing base of "organization" revenue - engage in customer-specific activities as needed. Identify the right opportunities, frame deal structures, negotiate & close out of deals with a focus on business development and sourcing deals. Ensure GTM stakeholders align with the right Whatfix value prop to evangelize Whatfix with their regional sales teams and clients. Manage and collaborate with GSI partners to define and execute joint sales and Go to Market (GTM) programs. Propose business solutions to support sales campaigns and serve as the domain expert on proposed solutions to prospective clients. Assist the partner team with the expansion strategy into target accounts by educating them on Whatfix's overall capability. Plan sales campaigns with partner executives and lead efforts to ensure the delivery of all technical resources to our partner's sales campaigns. Collaborate with partner's product managers, software developers, analysts, industry principals, and other groups, evangelizing and enabling them on Whatfix. Handle escalation & governance as part of partner program and experience during sales as well as after-sales. Requirements MBA Degree or equivalent business experience. 8-12 years of total experience. 5-7 years of GSI alliance experience, preferably from within a SaaS/ISV organization. Ability to understand complex GSI relationships. Experience driving partner go-to-market campaigns that include cross-functional teams across sales, marketing, and partners. Experience engaging and influencing C-level executives. Experience owning, driving, and managing partnerships against quarterly targets. Excellent communicator and active listener with a strong sense of ownership in the work. Multilingual skills preferred - Native German and English proficiency is preferred, and any other European language is a plus. Skilled in negotiating contracts and growth plans with current and prospective GSI partners. Ability to understand and apply procedures, regulations, and policies related to areas of specialized expertise. Ability to use a clearly defined methodology for establishing priorities. Ability to proactively develop partner relationships by listening to, understanding, anticipating, and providing solutions to partner and partners' customer needs. This role requires 50% or more of travel, without exception. Perks / Benefits Mac shop, work with the newest technologies. 25 days of PTO for the calendar year and 8-10 public & bank holidays. Equity Plan. Paid paternal/maternal leave. Monthly cell phone & internet stipend. Paid UberEats lunches daily. Private medical insurance & health cash plan. Pension plan. Group Life Insurance plan. Team and company outings. Learning and Development benefits. At Whatfix, we value collaboration, innovation, and human connection. We believe that working together in the office five days a week fosters open communication, strengthens our community, and drives innovation, helping us achieve our goals more effectively. This role requires onsite work at our London office, located at 1 Kingdom Street, Paddington Central, London, W2 6BD. Relocation assistance is available. We strive to live and breathe our Cultural Principles and encourage employees to demonstrate some of these core values - Customer First; Empathy; Transparency; Fail Fast and Scale Fast; No Hierarchies for Communication; Deep Dive and Innovate; Trust is the foundation; and Do it as you own it. Whatfix is an Equal Opportunity Employer and an E-Verify participant. All activities must comply with our Equal Opportunity Laws, ADA, and other regulations, as appropriate. We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status. Due to the global nature of our company and our hiring committee spanning different time zones, the interviews for this role will be recorded for those not in attendance to review.
About Us As a leading group of companies, the ECA International Group stands as a global frontrunner in simplifying international mobility. Our collective vision is to make a positive impact by delivering exceptional products and services to our prestigious list of large enterprise clients. Our global presence across the UK, EU, Hong Kong, Australia, and the US offers our team a world of opportunities, and our commitment to innovation ensures that you will be at the leading edge of your field. We love to invest in our people's success and development pathways, creating a diverse and inclusive community where your unique talents shine. Your work here has a global impact, and we prioritise work-life balance, offering flexibility to enable you to perform your best. Join us to experience a rewarding career where your potential is celebrated, and your journey to excellence begins. About the Role We are seeking a dynamic and organised Project and Resourcing Manager to join our Customer Success Team at ECA Global. In this role, you will ensure the seamless execution of ECA Expert implementation as well as other Customer Success initiatives, by managing project timelines, optimising resource allocation, and driving operational efficiency. The ideal candidate is a strategic thinker with strong project management and resourcing experience, excellent communication skills, and a passion for delivering exceptional customer outcomes. Key Responsibilities Project Management Lead end-to-end project planning, execution, and monitoring for ECA Expert implementations, ad hoc client projects and Customer Success initiatives. Coordinate with cross-functional teams (e.g., Sales, Product, Engineering) to ensure successful onboarding, implementation, and ongoing customer support. Develop and maintain project plans, timelines, and deliverables using project management tools (e.g. Click Up, Jira, Confluence). Identify and mitigate risks, ensuring projects are delivered on time and within scope. Track risks and decisions within projects. Communicate progress, challenges, and successes to internal and external stakeholders. Resourcing and Capacity Planning Assess and allocate team resources to ensure optimal workload distribution and project efficiency, in particular, manage the resourcing of a pool of Business Analysts. Collaborate with team leads to forecast resource needs based on upcoming projects and customer demands. Track and report on resource utilisation, identifying opportunities to improve productivity. Manage and prioritise competing project requirements to align with business goals and customer needs. Operational Excellence Develop and refine processes for managing multiple projects and customer success initiatives. Establish metrics and KPIs to track project performance and team effectiveness. Implement tools and workflows to streamline project and resource management. Drive continuous improvement initiatives to enhance team efficiency, reduce time to value for our clients and increase customer satisfaction. Customer Focus Partner with Customer Success Managers to ensure successful implementation of ECA Expert and other ECA solutions to achieve customer goals and ensure expectations are met. Act as a point of escalation for project-related issues, working quickly to resolve them. Support the team in delivering a world-class customer experience that fosters retention and growth. Qualifications Experience: 5+ years in project management, resource management, or a related role, preferably in a SaaS or technology environment. Education: Bachelor's degree in Business Administration, Project Management, or a related field; PMP or equivalent certification is a plus. Skills: Proven experience with project management tools (e.g., Click Up, Jira, Confluence). Strong organisational and multitasking abilities. Excellent communication and interpersonal skills, with a customer-first mindset. Analytical skills to assess resource needs and evaluate project performance. Familiarity with customer success principles and SaaS business models. What's in it for you Enhanced Stakeholder Pension Contribution 25 days annual leave Health, Life Insurance + EAP Wellbeing Support Eligible for Annual Bonus Scheme Long Service Awards ClassPass Membership Enhanced Family Leave Up to £1,000 per year for personal development & training Season Ticket Loan Flexible/hybrid Work Environment Cycle to Work Scheme Free Eye Test Our Team and Culture We are a super friendly team that thrives on collaboration and supporting each other. We cultivate an environment where everyone feels valued and empowered to contribute their best work, helping us to realise our ambitious growth goals and mission. Our hybrid working structure includes spending around two days a week at our Head Office in Holborn, London, in a great space filled with creative, colourful. Need a change of scenery? Our breakout areas have comfortable seating and cool décor where you can work in your own space. Not to mention, being in the hub of the West End, we're surrounded by many cafes and restaurants and are just a hop, skip, and a jump from the tube.
Feb 19, 2025
Full time
About Us As a leading group of companies, the ECA International Group stands as a global frontrunner in simplifying international mobility. Our collective vision is to make a positive impact by delivering exceptional products and services to our prestigious list of large enterprise clients. Our global presence across the UK, EU, Hong Kong, Australia, and the US offers our team a world of opportunities, and our commitment to innovation ensures that you will be at the leading edge of your field. We love to invest in our people's success and development pathways, creating a diverse and inclusive community where your unique talents shine. Your work here has a global impact, and we prioritise work-life balance, offering flexibility to enable you to perform your best. Join us to experience a rewarding career where your potential is celebrated, and your journey to excellence begins. About the Role We are seeking a dynamic and organised Project and Resourcing Manager to join our Customer Success Team at ECA Global. In this role, you will ensure the seamless execution of ECA Expert implementation as well as other Customer Success initiatives, by managing project timelines, optimising resource allocation, and driving operational efficiency. The ideal candidate is a strategic thinker with strong project management and resourcing experience, excellent communication skills, and a passion for delivering exceptional customer outcomes. Key Responsibilities Project Management Lead end-to-end project planning, execution, and monitoring for ECA Expert implementations, ad hoc client projects and Customer Success initiatives. Coordinate with cross-functional teams (e.g., Sales, Product, Engineering) to ensure successful onboarding, implementation, and ongoing customer support. Develop and maintain project plans, timelines, and deliverables using project management tools (e.g. Click Up, Jira, Confluence). Identify and mitigate risks, ensuring projects are delivered on time and within scope. Track risks and decisions within projects. Communicate progress, challenges, and successes to internal and external stakeholders. Resourcing and Capacity Planning Assess and allocate team resources to ensure optimal workload distribution and project efficiency, in particular, manage the resourcing of a pool of Business Analysts. Collaborate with team leads to forecast resource needs based on upcoming projects and customer demands. Track and report on resource utilisation, identifying opportunities to improve productivity. Manage and prioritise competing project requirements to align with business goals and customer needs. Operational Excellence Develop and refine processes for managing multiple projects and customer success initiatives. Establish metrics and KPIs to track project performance and team effectiveness. Implement tools and workflows to streamline project and resource management. Drive continuous improvement initiatives to enhance team efficiency, reduce time to value for our clients and increase customer satisfaction. Customer Focus Partner with Customer Success Managers to ensure successful implementation of ECA Expert and other ECA solutions to achieve customer goals and ensure expectations are met. Act as a point of escalation for project-related issues, working quickly to resolve them. Support the team in delivering a world-class customer experience that fosters retention and growth. Qualifications Experience: 5+ years in project management, resource management, or a related role, preferably in a SaaS or technology environment. Education: Bachelor's degree in Business Administration, Project Management, or a related field; PMP or equivalent certification is a plus. Skills: Proven experience with project management tools (e.g., Click Up, Jira, Confluence). Strong organisational and multitasking abilities. Excellent communication and interpersonal skills, with a customer-first mindset. Analytical skills to assess resource needs and evaluate project performance. Familiarity with customer success principles and SaaS business models. What's in it for you Enhanced Stakeholder Pension Contribution 25 days annual leave Health, Life Insurance + EAP Wellbeing Support Eligible for Annual Bonus Scheme Long Service Awards ClassPass Membership Enhanced Family Leave Up to £1,000 per year for personal development & training Season Ticket Loan Flexible/hybrid Work Environment Cycle to Work Scheme Free Eye Test Our Team and Culture We are a super friendly team that thrives on collaboration and supporting each other. We cultivate an environment where everyone feels valued and empowered to contribute their best work, helping us to realise our ambitious growth goals and mission. Our hybrid working structure includes spending around two days a week at our Head Office in Holborn, London, in a great space filled with creative, colourful. Need a change of scenery? Our breakout areas have comfortable seating and cool décor where you can work in your own space. Not to mention, being in the hub of the West End, we're surrounded by many cafes and restaurants and are just a hop, skip, and a jump from the tube.