Job Description
Major Responsibilities\n- Customer Onboarding\n- Engage with key customer users to understand their business and technical goals for using Valocity and understanding their activation, onboarding and training needs. Build strong and effective relationships with them\n- Advocate customer business use-cases to product development team\n- Define and track key performance indicators for the customer onboarding process and ongoing platform monitoring and usage\n- Oversee the regular governance reporting for each client, report on customer onboarding status and customer satisfaction levels\n- Report monthly on SLA, customer satisfaction and issues for customers and where necessary recommend improvements to process or service to resolve\n- Drive customer outcomes, product adoption and customer experience\n\n### Customer Support\n- Lead onboarding implementation and training throughout the onboarding process as required\n- Communicate effectively between Valocity and our customers as to what needs to be done, by whom and when and ensuring regular updates on progress\n- Take ownership of any challenges and concerns raised by customers and find solutions to assist them\n- Build system and processes to deliver customer support in the most efficient and effective way, leverage technology to deliver the customer experience\n- creating forms on form builder, setting up the report templates, testing the product when new features are released, escalate issues, report system errors/bugs\n\n### Valuer Management\n- Build relationship with Valuer community\n- Support product team with feedback from Valuer community to help enhance the platform to the next level of innovation\n- Manage and engage in objection handling and building trust within the Valuer community for Valocity platform\n\n### Others\n- Ongoing training of Valuers and users\n- Work with Marketing to build the best possible solutions to impart training and build awareness of the platform\n- Provide support for marketing activities to create awareness amongst target group, manage valuer profiles on Valocity, screening applications of valuers who wish to get registered on Valocity Platform\n- Leverage data and analytics to drive efficiency, identify gaps and monitor progress\n- Work with your teams to identify and deliver positive change and business efficiencies\n- Keep up to date with any industry changes affecting the business, represent the organisation in industry forums\n- Will support BD, Product and other teams as and when required by the business\n\n### Working Relationships\n- Lender Users and Valuers\n- India Product Team\n- India BD / sales team/Marketing\n\n### Key Requirements\n- Personal Attributes\n- Experience in managing the Valuers across geographies and understanding of the Valuation process in mortgage lending\n- Experience managing an Onboarding and/or Product Support function and team at a global SaaS software company\n- Superior problem solving and resolution skills to solve challenges during the customer lifecycle in order to instil trust and account growth from our customers as well as retention rate\n- A positive can-do attitude with the ability to work autonomously and as part of a team as we grow our business and operations in India\n- Exceptional verbal communication skills with a proven ability to build and maintain strong internal and external relationships\n- Results driven mindset, with ability to take on personal challenge of driving and delivering business results and outcomes\n\n### Experience\n- 3-5 years plus experience in a Valuer Management/ Valuation process\n- Success in deepening relationships with Valuer/ Lenders resulting in increased revenue and services bought by the customers\n- Experience in leading customer onboarding / support teams with demonstrable understanding of best practice\n- Experienced in developing and implementing new systems and processes in a fast-moving environment\n- Proficiency in regional language will be a big plus\n\n### Qualifications\n- Bachelor’s degree in related field\n\n### Technical Skills \n- Has done Valuations or managed Valuers in a large Bank or Lending institution\n- Working knowledge of MS office- Excel, PowerPoint, Word etc\n- CRM (ideally Hubspot) or such tools to manage support desk
