Support Functions (Sales, Marketing, HR, Finance, IT)

Head of Corporate Planning and Operations

November 8, 2022 by Nagaraju Devulapalli

Job Designation: Head of Corporate Planning and Operations
Location: Bangalore / Chennai / Hyderabad
Job Level: VP/SVP
Experience: 3 – 5 Years in Corporate Planning and Operations

Job Responsibilities:

Define the overall 3-year corporate plan/strategy; aspirations using customer/market intelligence and inputs from internal stakeholders; refresh strategy (annual)
Develop growth and margin improvement strategy; funding plan to meet strategic aspirations
Develop and monitor annual operating plan (Revenue, GC, EBITDA) – bottom-up build (account -> verticals -> overall)
Define and drive performance metrics – reporting of the performance against KPIs
Establish framework for repeatable excellence, covering all units/functions. For each, define best practices to be followed, planning templates, goal-setting, governance mechanism, training & development.
Interface with Vertical, Practice, Sales, Delivery and Functions Heads to support the execution plan
Drive strict governance cadence across – (1) Annual operating plan (2) Sales Excellence (Revenue, account planning); Delivery & Operational Excellence (GC, utilization, fulfilment)

Mandatory Criteria:

Exposure to the BPO industry or business line is added advantage
Excellent understanding of operations, P&L management/simulations
Ability to collaborate and get all stakeholders to work together
drive the governance to enhance operational excellence and behaviours

Assistant Manager – Marketing Operations & Events

December 15, 2022 by Nagaraju Devulapalli

Designation: Assistant Manager – Marketing Operations & Events
Location: Bangalore
Experience: 3-7 years

We are looking for an experienced candidate for Marketing Operations & Events to organize excellent international B2B Events, virtual events, and marketing operations. You will be responsible for every aspect of an event, from choosing event management/lead gen companies to evaluating success afterward. The goal is to organize unforgettable events to ensure and facilitate revenue generation objectives to completion.

Responsibilities

Coordinate the event request process and record-keeping in internal systems in collaboration with marketing segment leaders
Ensuring each event, we attend is properly staffed by sales and Services specialists who are best able to speak with that audience
Acting as the team’s main point of contact for invoicing and shipping
Keeping an accurate schedule of event deadlines for abstract submissions and anything else that may be time sensitive
Assisting with writing and event email copy and making sure our email marketing teams upload mailing lists
After events, ensure that all leads and opportunities are captured by the sales teams and uploaded to CRM
Coordinating between marketing segment leads (MSLs) & event organizers
Research vendors (catering, decorators, musicians etc.) and choose the best combination of quality and cost
Vendor management and contracting
Manage all event operations (preparing venue, invitations etc.)
Do final checks on the day of the event (e.g. tables, technology) to ensure everything meets standards
Oversee event happenings and act quickly to resolve problems
Evaluate the event’s success and submit reports
Yearly gifting for partners, customers, prospects, analysts etc. across the globe.
Creating dashboards & reports
Supporting other marketing functions as and when needed

Requirements and skills

Proven experience as an event coordinator
Bachelor’s degree from an accredited university or comparable events coordination and marketing experience; experience in invoicing and events payment a plus
Stellar attention to details and excellent writing skills
Since this is a fully-remote environment, exceptional ability to manage time and priorities is key
Any CRM experience is desirable but not required
Plan event with attention to financial and time constraints
Book venues and schedule speakers
Experience with invoicing and financial tracking is also desirable but not required
Naturally collaborative personality; able to work well with a wide array of personalities and across a diverse, international team
Ability to manage multiple priorities and projects
“Roll up your sleeves” attitude toward tackling challenges
Fun, innovative and with an appetite for all things new and challenging
Ability to travel 1-3 times per year, sometimes internationally
A proven track record of organizing successful events
Proficient in MS Office
Excellent vendor management and marketing operations skills

AVP – Account Manager

September 30, 2022 by Nagaraju Devulapalli

Designation: Associate Vice President
Location: United States
Experience: 10 to 15 yrs in B2C Support

Role Summary

We are looking for a seasoned Account Manager with a strong track record in building and nurturing client relationships within our existing services portfolio. This Sales role will have end-to-end sales cycle and account management responsibility and will be responsible for driving the strategy and execution of CSS growth.

Job Description

As an account manager, you would be responsible to drive relationship elevation and business growth within the portfolio by presenting CSS solution offerings and capabilities to customers clearly articulating our value proposition and differentiators with right alignment with Solution Architects (as needed)
Client delivery assurance: collaborate with all delivery stakeholders involved to ensure fulfilment of all commitments to the client.
Identify and implement comprehensive business development and account strategies by leveraging CSS service offerings
Provide market feedback to the executive management team and identify opportunities that enhance our business and revenue
Develop strong rapport with clients, business partners and internal business partners by providing support, information, and guidance, researching, and recommending new opportunities
Define, develop, and implement client-specific strategies for increasing mindshare and revenue across the managed group of account
Execute the complete sales process for existing customers from deal capture through close, demonstrating successful client analysis, qualification and presentation, and proposal of solutions
Use internal Sales Tracking tools diligently to maintain full record of all sales activity and generate reports for stakeholders providing visibility to the sales pipeline

Desired Skills:

The ideal candidate will be an experienced Account Management/Sales Executive professional with a proven track record of driving net new business and managing executive level relationships.

In addition, the ideal candidate will possess the following skills and experience:

10-15 years of experience in B2C support, geospatial services, back-office support will be preferred (high-volume transactions with focus on productivity and quality).
Proven track record of being able to grow existing book of business but upsell and cross sell services into other buying centers of the same organization.
Ability to connect and work with business, procurement, and vendor management organizations across multiple functions.
Ability to work their way up the value chain through proactive proposals and thought leadership.
Assertive, yet consultative sales acumen.
A self-starter with a passion for Business Development.
Strong understanding of market trends and ability to create end-to-end, multifaceted, go-to market strategy for service line.
Experience in implementing best practices sales methodologies and techniques.
Develop and optimize a sales pipeline, manage pursuit strategies focused on senior executives to deliver new client wins.
Track record of meeting and/or over-achieving sales revenue targets by being able to
match services offerings with customer needs.

EEO Statement: CSS Corp. provides equal opportunity in all our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities, and activities may change at any time with or without notice

SVP – Account Management

September 29, 2022 by Nagaraju Devulapalli

Title: Senior Vice President – Account Management
Location: USA, (Remote)
Experience: 20+ years of experience

Role Summary:

We are looking for a seasoned Head of Account Management with a strong track record in building and nurturing client relationships. This Sales Leadership role will have end-to-end relationship and sales cycle responsibility to grow revenue and strengthen the health of relationships across our existing portfolio of B2C support service customers.

The senior leadership role is growth and relationship focussed. The portfolio is growing at 40%~50% per year and trending at $95M for the current fiscal year. This is a transformational role and the business unit is the cornerstone for CSS’ growth and profitability. Individual should have experience managing a diverse team of account managers across multiple accounts with a proven track record f delivering growth and selling up and across Tier 1 organizations. Candidate should have strong experience in Customer Service, BPO & Technical Support Services (B2C), with experience in leading cross functional transformation initiatives and an understanding of the core metrics of the business. Transparency, accountability, attention to detail, diligent follow-through on actions and commitments are essential to the success of this role.

Job Responsibilities:

As an account manager, you would be responsible to drive relationship elevation and business growth within the portfolio by presenting CSS solution offerings and capabilities to customers clearly articulating our value proposition and differentiators with right alignment with Solution Architects (as needed)
Account planning and governance: create the account plan including relationships required, opportunities to be pursued, price decisions, etc. Use internal Sales Tracking tools diligently to maintain full record of all sales activity and generate reports for stakeholders providing visibility to the sales pipeline.
Client delivery assurance: collaborate with all delivery stakeholders involved to ensure fulfilment of all commitments to the client.
Contribute and execute Go-to- Market strategy for CSS Corp.
Responsible to develop, account growth plan and manage opportunities across the entire sales cycle including qualification, pitching, presenting, manage proactive proposals / RFPs, and closing deals with internal support groups (Pre-sales, Marketing, Inside-sales, delivery, and operations)
Research and identify new business opportunities, collaborate with other executives and SVPs to decide on business strategies to ensure organization growth and stability
Ensure transparent, fluid communication amongst leadership. Evaluate department’s profits and revenue, risks and ensure compliance with company policies and local, regional, and federal regulations
Accountable for overall sales performance, and align sales objectives with firm business strategy, keeping in mind corporate policies, procedures, systems
Determines ways to reduce costs, increase revenues, and improve overall company performance by monitoring competitor activities and market trends to stay abreast of industry developments
Supervise overall contract performance, sound business practices, and technical integrity of projects; coordinate with project managers and COPs at regular intervals, assisting with project challenges. Oversee the management and mitigation of risks
Accountable for effective sales organization design, including sales job roles, sales channel design, and sales resource deployment

Desired Skills:

20+ years of experience, with strong sales/relationship management/account management experience selling Customer Service, BPO & Technical Support Services (B2C).
Ability to analyze latest marketing trends and track competitor’s activities, providing valuable inputs for fine tuning sales & marketing strategies
Ability to understand and position progressive technology driven solutions to reduce cost and elevate customer experience. See CSS Corp Edison offerings on website for offerings (https://www.csscorp.com/css-edison/)
Strategic account planning and execution skills. A go-getter who knows how to thrive & win in an agile & competitive environment who actively seeks out and creates opportunities
Knowledge of accounting, budget planning, financial forecasting, and financial modeling
Experience operating at CXO level, and ability to demonstrate excellent client relationships, client engagement and able to empathize with and respond to the needs of stakeholders
Proven track record of success facilitating progressive organizational change and development within a rapidly growing organization
Energetic, flexible, collaborative, and proactive; a leader with excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills

Vice President – Sales

September 30, 2022 by Nagaraju Devulapalli

Title: Vice President – Sales
Location: USA, (Remote)
Experience: 10+ yrs of experience in sales

You’re eyeing the most resilient, fastest-growing, and most awarded technology consulting services provider in the industry! With a strong growth rate and numerous recognitions under the belt, CSS Corp is setting the stage for transformation and adapting for tomorrow. You’ll take charge of hunting new business accounts for our B2C Support / Customer Experience management Services across services such as Sales, Customer Service, Billing, Technical Support, Premium Services, Retention, Account Management, Digital Transformation Services, and Analytics. If you have a passion for hunting and are a dynamic people leader who understands the bigger picture and can balance strategic vision and thought leadership with execution excellence, this is the role for you.

We are looking for passionate and experienced candidates with a proven track record of acquiring new logos.
Experience in selling B2C support / customer experience management services across the customer lifecycle
Target industry verticals include but are not limited to technology (across sectors), retail, ecommerce, fintech, hospitality, travel, mobility, and marketplace apps
This individual will have end-to-end sales cycle responsibility for customer acquisition and stakeholder management and will be responsible for supporting the strategy and execution of CSS growth

Job Responsibilities:

Meet / exceed revenue targets through recognised revenue from new logos acquired and through active pipeline management.
Build high performance teams, improve organizational efficiencies, build scalable business processes to exceed goals
Contribute to and execute Go-to-Market strategy for CSS Corp.
Identify and implement comprehensive business development and sales strategies by leveraging CSS Corp service offerings.
Create a defined set of target accounts across desired industry verticals. Develop and execute a pursuit strategy for them.
Ability to be consultative through the sales process and work from the ground up on solutions to close deals.
Provide competitive intelligence on pursuits and leverage collective strength of the organization to present winning solutions to the client.
Provide market feedback to the executive management team and identify opportunities that enhance our business and revenue.
Manage opportunities across the entire sales cycle including qualification, pitching, presenting, manage proactive proposals /RFPs, and closing deals with internal support groups (Pre-sales, Marketing, Inside-sales, delivery, and operations)
Use internal sales tracking tools diligently to maintain full record of all sales activity and generate reports for stakeholders providing visibility to the sales pipeline.
Present entire portfolio of CSS Corp solution offerings and capabilities to customers clearly articulating our value proposition and differentiators with right alignment with Solution Architects (as needed).
Identify potential strategic partners, alliances and relationships that will increase the deployment of CSS Corp solutions and services within current clients.

Desired Skills:

At least 10+ years of relevant sales experience, from similar industry like CSS
A seasoned hunter, skilled at generating their own leads through cold calling, research, networking, industry relationships and partners
Experience in managing a team of hunters who would be performing similar roles across a pre-designated set of target accounts
A self-starter with a passion for New Logo Sales and Business Development.
Strong understanding of market trends and ability to create end-to-end, multifaceted, go-to market strategy for service line.
Ability to represent company in external forums, conferences, analyst / advisor meetings, panels, etc.
Develop and optimize a sales pipeline, manage pursuit strategies focused on senior executives to deliver new client wins
Previous executive level consultative sales experience, specifically working with C suite executives to negotiate and close deals.
Highly skilled and proven track record of sales negotiation and executive leadership relationships
Track record of meeting and/or over-achieving sales revenue targets
Negotiate pricing and contracts. Meet and exceed quota standards.

Associate Director – Deal Advisory Relations

February 1, 2023 by Nagaraju Devulapalli

Designation: Associate Director – Deal Advisory Relations
Location: Bangalore, Chennai, or Hyderabad

Job Description

The person will manage Deal Advisory Relations end-to-end and contribute to the top-line growth of Movate by establishing strategic connections and relationships with deal advisors, market influencers, and consultants. They will map out the targeted advisor ecosystem for Movate, enable senior leadership conversations, and establish a collaboration cadence to drive advisor-led deals.

Summary Of Responsibilities

Identify and map deal consulting/ advisory firms and their key stakeholders in the IT/BPM services industry
Build relationships with influencers and advisors to identify and qualify opportunities where Movate would get invited for pursuits
Communicate deal advisory strategy internally to stakeholders and drive the action plan with milestones and deliverables
Build a trust-based relationship with the advisors and influencers by establishing collaboration cadences, networking on social media, and sharing Movate achievements/ updates periodically with them
Track weekly progress and provide monthly/ quarterly reports and status updates on advisor interactions and outcomes
Responsible for revenue generation targets (TCV pipeline generated) from deal advisory
Maintain a deal advisory-led pipeline tracker and report progress

Minimum Qualifications

Bachelor’s Degree (MBA preferred but not mandatory)
At least 10 years of experience in the IT/BPM services sector
Demonstrable experience in working with Tier 1 or Tier 2 deal advisory firms to help build engagement resulting in deal invites

Preferred Skills

Excellent written and verbal communication skills
Experience working closely with senior stakeholders at Partner and Managing Director levels within advisory firms
Strong interpersonal and relationship-building skills
Ability to handle multiple assignments simultaneously
Strong analytical and solutioning skills

AVP – Customer Success

December 15, 2022 by Nagaraju Devulapalli

Designation: AVP – Customer Success
Location: Dallas, Texas (on-site)
Experience: 10+ Years in Customer Success Operations

Responsibilities:

Manage Product support operations (TAC) for a large existing customer who is a leader in Security space.
Drive KPIs, SLA’s and evangelize the adoption — Enterprise Support best practices in relation to supporting global enterprise program
Embed Enterprise support best practices and enable workforce skilling/re-skilling
Maintain project and operational workload statistics
Run customer governance on monthly, quarterly basis
Interface with customer stakeholders to understand new requirements and align the delivery organization
Drive team performance across the globe and evolve SLA/KPIs
Perform competitive analysis and drive performance and growth initiatives
Develop Healthy Customer Relationship, Build Trust and Transparency with Clients
Evaluates and Analyzes Customer Needs
Onboards New Product Support Processes
Recommends best practices in TAC operations
Acts as a Customer Advocate, Promotes Customer Loyalty
Liaise with Support operations management for service excellence
Maintain project and operational workload statistics

Requirements:

Experience of managing a 10M+ account
Experience of running a global Enterprise Support TAC operations team
Knowledge of defining and monitoring systems of quality measures
Use tools to bring and improve engineer productivity, enhance customer experience and improve scalability
Experience of coaching the team using performance data, analyzing, troubleshooting, and tuning
Experience leading high performing teams
Proven track record of driving success in an global enterprise support operation
Experience with cyber security will be highly desirable

Game Support Representative – Dutch and English

February 1, 2023 by Nagaraju Devulapalli

Designation: Game Support Representative – Dutch and English
Location: Wroclaw, Poland
Experience: 0-6 months of demonstrated customer service-oriented experience.

Requirements:

Fluency in Dutch and English is a must
Soft skills/Customer handling skills
Advanced questioning/probing skills. Knows what to ask and when to ask it.
Uses effective communication skills and initiative to guide customer contact to the relevant and appropriate resolution
Regular, consistent, and punctual attendance. The business hours are Monday – Friday from 8 AM to 7 PM CET.
May require extended hours to address special or unforeseen circumstances, including new product rollouts, support strategies, disaster recovery and other requirements.
Must have a stable internet connection and the ability to participate in our virtual training and production environment with a video camera.

Computer/keyboard skills:

Internet browsing and ability to navigate the WWW; proficient with common browsers, like MS Internet Explorer, MS Edge and Google Chrome.

Other Skills:

Basic knowledge of gaming is preferred. If you are a gamer, that is an added advantage
Some knowledge of or ability to become adept with features of PlayStation consoles and accessories
Ability to navigate multiple systems to identify answers and relay information to customers efficiently.
Ability to follow up via calls or emails in a professional manner if required by customers.
Attitude to continually learn and take on new information on products and policies and procedures.

Responsibilities of Agents include, without limitation:

Document all customer contacts in designated tracking systems.
Use the Knowledge Base Tool to search for customer solutions.
Utilize all product documentation to provide customers with answers to questions and problem resolution.
Escalate calls to a designated Provider and/or Escalation Team as per defined escalation procedures.
Repair/Work Order processing.
Sales and order processing.
Perform other tasks and responsibilities as reasonably requested.

Game Support Representative – French and English

February 1, 2023 by Nagaraju Devulapalli

Designation: Game Support Representative – French and English
Location: Wroclaw, Poland
Experience: 0-6 months of demonstrated customer service-oriented experience

Requirements:

Fluency in French and English is a must
Soft skills/Customer handling skills
Advanced questioning/probing skills. Knows what to ask and when to ask it.
Uses effective communication skills and initiative to guide customer contact to the relevant and appropriate resolution
Regular, consistent, and punctual attendance. The business hours are Monday – Friday from 8 AM to 7 PM CET.
May require extended hours to address special or unforeseen circumstances, including new product rollouts, support strategies, disaster recovery and other requirements.
Must have a stable internet connection with the ability to participate in our virtual training and production environment with a video camera on.

Computer/keyboard skills:

Internet browsing and ability to navigate the WWW; proficient with common browsers, like MS Internet Explorer, MS Edge and Google Chrome.

Other Skills:

Basic knowledge of gaming is preferred. If you are a gamer, that is an added advantage
Some knowledge of or ability to become adept with features of PlayStation consoles and accessories
Ability to navigate multiple systems to identify answers and relay information to customers efficiently.
Ability to follow up via calls or emails in a professional manner if required by customers.
Attitude to continually learn and take on new information on products and policies and procedures.

Responsibilities of Agents include, without limitation:

Document all customer contacts in designated tracking systems.
Use the Knowledge Base Tool to search for customer solutions.
Utilize all product documentation to provide customers with answers to questions and problem resolution.
Escalate calls to a designated Provider and/or Escalation Team as per defined escalation procedures.
Repair/Work Order processing.
Sales and order processing.
Perform other tasks and responsibilities as reasonably requested.

Game Support Representative – German and English

February 1, 2023 by Nagaraju Devulapalli

Designation: Game Support Representative – German and English
Location: Wroclaw, Poland
Experience: 0-6 months of demonstrated customer service-oriented experience

Requirements:

Fluency in French and English is a must
Soft skills/Customer handling skills
Advanced questioning/probing skills. Knows what to ask and when to ask it.
Uses effective communication skills and initiative to guide customer contact to the relevant and appropriate resolution
Regular, consistent, and punctual attendance. The business hours are Monday – Friday from 8 AM to 7 PM CET.
May require extended hours to address special or unforeseen circumstances, including new product rollouts, support strategies, disaster recovery and other requirements.
Must have a stable internet connection with the ability to participate in our virtual training and production environment with a video camera on.

Computer/keyboard skills:

Internet browsing and ability to navigate the WWW; proficient with common browsers, like MS Internet Explorer, MS Edge and Google Chrome.

Other Skills:

Basic knowledge of gaming is preferred. If you are a gamer, that is an added advantage
Some knowledge of or ability to become adept with features of PlayStation consoles and accessories
Ability to navigate multiple systems to identify answers and relay information to customers efficiently.
Ability to follow up via calls or emails in a professional manner if required by customers.
Attitude to continually learn and take on new information on products and policies and procedures.

Responsibilities of Agents include, without limitation:

Document all customer contacts in designated tracking systems.
Use the Knowledge Base Tool to search for customer solutions.
Utilize all product documentation to provide customers with answers to questions and problem resolution.
Escalate calls to a designated Provider and/or Escalation Team as per defined escalation procedures.
Repair/Work Order processing.
Sales and order processing.
Perform other tasks and responsibilities as reasonably requested.

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Support Functions (Sales, Marketing, HR, Finance, IT)

Head of Corporate Planning and Operations

Assistant Manager – Marketing Operations & Events

AVP – Account Manager

SVP – Account Management

Vice President – Sales

Associate Director – Deal Advisory Relations

AVP – Customer Success

Game Support Representative – Dutch and English

Game Support Representative – French and English

Game Support Representative – German and English

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