Job Description

Managed Services: Customer Success

• Job Location: Bangalore
• Employment Type: Full-time
• Work Mode: Hybrid

About Us:

Zluri is a next-gen Identity Governance and Administration (IGA) platform that enables IT and security teams to discover identities and applications, streamline access management, and automate access reviews--all from a single, intuitive interface. With Zluri, organisations automate compliance readiness and ensure that the right people have access to the right applications at the right time, with minimal time and manual effort. We serve a diverse, global customer base, including industry leaders like Monday.com, Traveloka, Whoop, Kaizen Gaming, and Whatfix. Role Summary:

Managed services professionals (SaaS Managers) oversee projects specific to each client. Each client represents a unique project, and team members engage with customers through calls to gather requirements and take the necessary actions. This role involves maintaining project trackers, completing timesheets, and providing customers with weekly and monthly status reports.
A basic understanding of integrations and how they function is essential, along with proficiency in Excel and spreadsheets, including creating pivot tables. Equally important is presenting data-driven insights to customers, handling objections during calls, and offering feedback and actionable recommendations.
This role requires strong collaboration with cross-functional teams such as Solutions and Customer Success Management (CSM). Team members must escalate issues as needed while ensuring timely project delivery. This project management-focused role requires a blend of technical aptitude, customer engagement skills, and process management expertise. Key Responsibilities:

Client Engagement:• Build and maintain strong client relationships through regular check-ins and status meetings.
• Act as clients' primary point of contact, ensuring their needs are met proactively.



Project Management:• Lead end-to-end project execution, from scoping to delivery, ensuring all project milestones are met.
• Maintain accurate and up-to-date project documentation, including trackers, timesheets, and reports.



Technical Expertise:• Understand and troubleshoot integration processes and workflows.
• Collaborate with technical teams to implement and optimize solutions.
• Stay updated on relevant technology and service offerings.



Data Management & Reporting:• Analyse project data to generate insights and performance metrics.
• Prepare detailed weekly and monthly reports highlighting project progress, risks, and mitigation strategies.
• Present findings and solutions to clients and internal stakeholders.



Customer Success & Issue Resolution:• Identify and escalate issues promptly while ensuring minimal client impact.
• Offer consultative advice and recommend improvements based on data-driven analysis.



Cross-Functional Collaboration:• Work closely with internal teams such as Solutions, CSMs, Product, and Engineering.
• Facilitate inter-departmental coordination to resolve client issues efficiently

Qualifications and Experience:

• Education: Bachelor's degree in Business, Information Technology, or a related field.
• Experience: Prior experience in project management or managed services in a SaaS environment.

Key Skills:

• Project Management Skills: Experience in managing multiple projects with competing deadlines.
• Technical Acumen: Basic to intermediate understanding of integrations, APIs, and SaaS environments.
• Data Analysis & Reporting: Proficiency in Excel, Google Sheets, and data visualisation tools.
• Customer Handling: Strong customer service skills, including handling expectations and objections.
• Communication: Excellent verbal and written communication skills for client-facing interactions.
• Problem-solving: Ability to troubleshoot technical issues and suggest effective resolutions.
• Adaptability & Initiative: Proactive approach to managing new challenges in a dynamic environment.

Empowering Diversity, Championing Inclusivity

Zluri values diversity and inclusivity, fostering an environment where every individual feels welcome and respected. We are an Equal Opportunity Employer, providing fair consideration to all qualified applicants, regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.