About the role
Responsibilities
Scope out projects and provide effort estimations and timelines in conjunction with sales and customer success managers(CSM).
Lead Discovery calls with customers and cross functional team.
Partners with CSMs to ensure successful delivery by leading technical project activities, including solution architecture design.
Serves as solution architect on moderate to complex projects requiring integration with multiple products.
Performs complex configuration, troubleshooting of Netomi’s solution(s).
Ensure Project/Process Documentation on the centralized repository.
Participates in reviews(as and when required) with the customers and provide guidance regarding best practices.
Collaborate with different teams for effective troubleshooting of customer issues during deployment & post deployment.
Leads business discussions regarding Netomi’s value proposition at different levels of customer organization.
Strong on data analytics and providing insights to the customer.
Focus on driving efficiency in project delivery through initiatives.
Analyse the customer health and create a plan to improve and Optimize the performance on AI Agent.
Requirements
Overall Experience > 4-8 Years experience in Project Management preferably from a consulting organisation.
Education: B.Tech + MBA
Should have spent at least 3 years for a SaaS based organisation conceptualising, designing and deploying the solution.
Articulate and possesses proficiency in client/stakeholder management.
Strong communication skills both written and verbal.
Ability to deliver under stressful condition.
Ability to interpret functional specifications and translate them into technical configurations.
Experience in implementation of SaaS product is a must.
Understand basics of SQL and relational databases.
Strong tool experience with JSON, Datadog, Postman, API Integrations.
Ability to set up custom fields, workflows, business rules, and automation triggers.
Familiarity with authentication methods such as OAuth, JWT, and API tools like Swagger, Zapier.
Hands-on experience configuring SaaS platforms (e.g., Salesforce, Zendesk, Netomi, HubSpot, Workday, or ServiceNow).
Basic proficiency in JavaScript, Python, or Node.js for customization or integration scripting.
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What We Do
Netomi is an AI-first customer service platform that enables companies to deliver the highest quality customer experiences while significantly reducing cost. Netomi's Relationship Operating System automatically resolves up to 80% of routine customer service inquiries, decreasing resolution time, and increasing customer satisfaction and support quality. The patented, no-code platform works across messaging, chat, email and voice, and understands 100+ languages. Netomi is based in San Francisco and has offices in New York and India.
