About Eka:
Eka Software Solutions, now a part of STG, has merged with Quor Group. This merger has established a formidable presence in the vendor solutions market for metals, energy, and agriculture. Catering to a wide range of asset classes, our company utilizes a cloud-based suite of CTRM and ETRM solutions enhanced by AI/ML technology, alongside Supply Chain Management and E-Sourcing products.
Today, we boast of extensive CTRM/ETRM expertise across softs, ags, fertilizers/chemicals, liquids, precious metals, concentrates, energy and much more. Quor Group is able to provide the industry with a very unique offering that meets the growing demands of commodity traders, energy merchants’ miners, industrials to producers providing best-in-class functionality, user experience, technology and services. Our product roadmap is innovation-centric, focusing on AI and delivering strong product value propositions with clear short-term, medium-term, and long-term goals. Quor has offices across Americas, Asia, Australia, and EMEA serving 100+ customers globally across multiple commodity segments. Read more about Quor at
https://www.quorgroup.com/ and Eka at
https://eka1.com/.
Position/Title: Senior Business Analyst – Customer Success :
The Senior Business Analyst – Customer Success will be part of the Customer Success Team at Eka.
S/he will own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction. They will be responsible for establishing relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
Experience & Skillsets:
- 2 to 3 years of experience in account management, customer success
- Strong skills in verbal and written communications, strategic planning, and project management
- Analytical and process-oriented mindset
- Ability to work effectively across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- High proficiency in Excel and PowerPoint
Responsibilities :
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
- Review the customer journey, determine how it is supported, and use a consultative approach to help clients overcome issues and achieve their goals.
- Resolve customer concerns and queries in a timely and satisfactory manner
- Identify opportunities for customers to use more of our product, and promote these features
- Provide insights to the product team about user experience and feature requests
- Track customer activity to identify churn risk and work proactively to eliminate that risk
- Ensure all customers receive timely and successful deliveries of our solutions according to their needs
- Acting as a liaison between the customer and other departments within the company, such as the sales and technical teams
- Work with sales and marketing teams to boost customer referrals and develop case studies
- Proactively contacting clients to maintain a consistent high level of service delivery, while identifying and resolving issues that may impact client services
- Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
Education:
Bachelor’s Degree or higher