Roles and Responsibilities: Drive End to End program management of the initiatives from requirements to delivery for wide range of customers. Responsible to prepare User Stories, Data Flow, Business Requirement Document (BRD), Functional Requirement Specification (FRS) and Use-cases, for every initiative. Construct workflow charts and diagrams in collaboration with Customers and ZINFI Product. Create detailed plans for execution and implementation of new processes taking customer into confidence. Monitor project progress and perform daily, weekly and monthly reviews and analyses of current processes using operational metrics and reports as mandated by the customer. Communicate with team heads regarding common challenges, roadblocks and other issues that interrupt their workflow Producing detailed costing for customers and ensuring the contract is profitable. Ensuring that the company's product &features can deliver on the customer's requirements. Requirements: Ability to impact operations and effect change without being confrontational Detail oriented, analytical, and inquisitive Ability to work independently and with others Extremely organized with strong time-management skills Excellent communication skills and ability to explain complex issues Excellent Project Management skills (Aha, MSProject,JIRA,ADO) Customer Awareness: Ability to understand the customer, their needs, their workflows, their business, potential impact opportunities and their KPIs. Business Awareness: Ability to understand

Job Summary: The Customer Success Associate (CSA) is responsible for supporting customer success initiatives by delivering exceptional service, ensuring customer satisfaction, and helping customers effectively utilize ZINFI's solutions. This role involves managing technical and operational inquiries, leveraging CRM tools, and contributing to process improvements to enhance customer experience. Responsibilities & Deliverables: Customer Support: Act as the primary point of contact for customer inquiries, offering prompt and accurate resolutions. Manage and resolve service support tickets, adhering to Service Level Agreements (SLAs). Work closely with internal teams (Engineering, Account Management, and Professional Services) to ensure timely resolution of escalated issues. Ensure customers are kept informed throughout the resolution process and provide follow-up support as needed. Customer Engagement: Build strong customer relationships through proactive communication and problem-solving. Collect and document user feedback, reviews, and success stories through various channels (phone, email, surveys). Identify customer pain points and share actionable insights to improve customer experience and product features. CRM and Integration Support: Assist customers with CRM-related inquiries, including configuration, data management, and troubleshooting. Provide guidance on CRM best practices to enhance customer workflows. Collaborate with technical teams to support customers with system integrations involving ZINFI solutions and third-party platforms. Educate customers on the capabilities of integrated systems to optimize their operations. Operational Excellence: Follow Standard Operating Procedures (SOPs) for ticket management, feedback handling, and documentation. Ensure data accuracy and compliance with relevant regulations (e.g., GDPR) during customer interactions. Stay updated on ZINFIs product features, CRM platforms, and integration methodologies to provide informed support. Collaboration and Process Improvement: Participate in interlock meetings with clients and internal teams to discuss feedback, trends, and operational challenges. Contributes to the creation and refinement of user documentation, training materials, and internal SOPs. Share insights from customer feedback and support experiences to improve processes and product offerings. Benefits: Competitive salary. Opportunities for professional growth and development. Comprehensive training and certification programs. Collaborative and supportive work environment. Reporting To: Head of Customer Success Qualifications: Bachelor's Degree in technical field of study or equivalent work experience. **Candidates should be comfortable working in NORAM Shifts.**