Team Lead - Revenue Ops

What We’re Looking For

Years of Experience: 5-8 Years

Roles & Responsibilities

1. Problem Solver: Grasp concepts and workflows, come up with a basic implementation plan and set up dashboard views (Jira/Excel/R/Tableau/SQL/Python) to track the assigned work to completion in a time bound manner

2. Risk Identification: Analyse the Pro-s and Cons of existing workflows, make data driven decisions for prioritization and execution.

3. Process: Identify the top 3 major blockers for the team (Pareto), enable the team to solve the problem through upskilling, Goal setting and achieving the same

4. Product: Identify major tech glitches in workflow, using QC tools to identify team’s output, give insights to Product team to enable quicker, easier deliveries in Onboarding

5. People: Understand Team's capabilities, provide regular constructive feedback via 1:1s, setting KRAs and nurture them to step into new responsibilities; work with peers in other teams to setup processes across departments and workflows

6. Leadership: Represent Arcadia in Customer/Atlanta Leadership calls, understand the customer pain points and bridge them using workflow modifications and Change management capabilities; Work with Directors, Be in-tune with the direction of company's growth, ready to explore new domains and challenges

7. Reporting: Ensure KPIs are published and reviewed on a daily, weekly, monthly basis and perform analysis on any behaviours / processes that could impact on data integrity; Improve and drive metrics from X to Y in a planned manner

What You’ll Do

• Ensure adherence to existing processes & setting up appropriate dip sticks
• Facilitate root cause analysis for incident reports and identify continuous improvement opportunities in areas of people, tools, and/or process changes
• Collaborate with customer support teams to provide technical support for Urjanet’s data feed and APIs
• Lead best practices for project management including planning, executing, monitoring, and closure of projects
• Manage a portfolio of customer accounts ranging from enterprise to small scale engagements
• Identify capacity requirements to support monitoring SLAs within customer contracts
• Collaborate with account management team for renewal, expansion and churn prevention activities
• Provide feedback to product management team by identifying key product changes to improve efficiencies and overall customer experience
• Coordinate with Urjanet’s offshore teams to ensure data deliveries are on schedule, meeting quality standards, and SLA-compliant
• Develop, maintain, & improve processes surrounding customer acceptance of Urjanet data delivered
• Create/update internal & external documentation to help support all customer processes
• Support ongoing plan to delegate Atlanta support operations tasks to India as the company grows

What We’re Looking For

• Degree graduates in BE/B.Tech, Computer Applications, Mathematics, Statistics, Economics, and Commerce
• Background in SaaS company / FinTech / BPO
• >= 5 years of professional service with at least 3 years as a Team Lead on papers, solution implementation and/or technical support experience
• Data Proficiency: Handling utility data; Microsoft Office Suite, Software exposure such as JIRA, Tableau, R and Power BI
• Strong knowledge in RCA, KRA and Benchmarking
• Experience in customer account/relationship management, Escalation handling, good communication and articulation skills
• Experience managing large scale projects, ability to adapt to changing work environments and priorities
• Very strong goal orientation, work ethic and sense of personal accountability
• High energy, passion, motivational skills, team building skills and a strong ability to work with minimal direction and guidance
• Individual contributors with team handling experience also can apply
• Experience in Banking & Financial Services, data aggregation, energy or fintech industry is a plus
• Applicants must be willing and able to work rotating shifts
• Experience working with and/or providing technical support for APIs is a plus