Job Title: Sr BA+Customer Success/ Service Manager – Enterprise SaaS / ERP (Government Experience)

Location: Chandigarh
Experience: 5+ Years
Qualification: MBA (Finance) / M.Com / B.Com or equivalent experience in Finance & Accounting software domain

Role Overview

The Senior Business Analyst & Customer Success Manager acts as a strategic bridge between enterprise customers, product leadership, and engineering teams. The role combines business analysis, functional consulting, customer success, and service management responsibilities to ensure successful implementation, product adoption, process optimization, and long-term customer satisfaction.

The incumbent will own end-to-end requirement gathering, documentation, customer onboarding, training, and ongoing engagement while driving business outcomes and maximizing customer value from iProfit’s ERP platform. Exposure to AI tools and emerging technology trends is highly desirable. The role will also involve supporting collections and payment follow-ups with customers to ensure timely realization of dues.

Key Responsibilities

Business Analysis & Functional Consulting

- Drive end-to-end requirement gathering with stakeholders across Finance, HRMS, Inventory, Fixed Assets, Procurement, Sales, and Project Management functions.
- Prepare and maintain BRDs, FRDs, SRS, workflows, SOPs, RTMs, functional specifications, and user manuals.
- Translate business requirements into scalable ERP configurations, customizations, and integrations.
- Identify functional gaps and recommend process improvements, configurations, or custom solutions.
- Collaborate with Product, UI/UX, and Engineering teams to validate solution designs and user journeys.
- Review and validate delivered functionality against approved requirements and expected business outcomes.
- Act as the functional escalation point for customers and internal teams.
- Support pre-sales activities including solution demonstrations, requirement assessments, and proposal inputs.
- Research industry trends and leverage AI tools to improve analysis and documentation quality.

Customer Success & Service Management

- Own customer onboarding and ensure smooth implementation of iProfit products.




- Serve as the primary post-implementation point of contact for enterprise customers.
- Develop deep expertise in iProfit's product suite and provide functional guidance to customers.
- Conduct user training and Train-the-Trainer (TTT) sessions to ensure product adoption.
- Monitor customer health metrics, product usage, and key KPIs.
- Proactively recommend best practices, process improvements, and solution enhancements.
- Manage multiple customer accounts and implementation projects simultaneously.
- Conduct regular business reviews and strategic customer meetings.
- Coordinate with Product, Engineering, Support, and Sales teams to resolve issues and drive customer success.
- Prepare executive summaries, action plans, and customer success roadmaps.
- Identify upsell and cross-sell opportunities in collaboration with sales teams.
- Build strong relationships with key stakeholders and ensure high customer satisfaction and retention.
- Handle in-person client interactions and travel to customer locations as required (primarily day trips).
- Assist in collections, payment follow-ups, and coordination with clients to ensure timely payments and healthy account management

Skills & Experience

- 5+ years of experience in Business Analysis, Customer Success, Solution Consulting, or Client Engagement roles within SaaS / ERP environments.
- Strong understanding of Finance & Accounting processes and enterprise workflows.
- Hands-on expertise in ERP modules and cross-functional business processes.
- Experience in requirement gathering, process mapping, and functional documentation.
- Proven ability to manage customer relationships and multiple projects simultaneously.
- Experience conducting customer onboarding and user training programs.
- Strong stakeholder management and communication skills.
- Excellent presentation,



facilitation, and problem-solving abilities.
- Experience working with Government departments.
- Experience working in Agile or Hybrid delivery environments.
- Strong analytical mindset with attention to detail.
- Exposure to AI tools and latest technology trends for documentation and productivity enhancement.
- Self-driven with strong ownership and customer-centric mindset.
- Willingness to travel to customer locations when required.

Must Have (Mandatory Requirements)

- 5+ years of experience in Business Analysis, Customer Success, Solution Consulting, or Functional Consulting roles.
- Experience with SaaS / ERP / Finance & Accounting software solutions.
- Strong understanding of Finance & Accounting and enterprise business processes.
- Hands-on experience in requirement gathering and preparation of BRD, FRD, SRS, workflows, and related documentation.
- Experience in customer onboarding, product adoption, and engagement management.
- Proven experience conducting client training and Train-the-Trainer (TTT) sessions.
- Strong stakeholder management, communication, and presentation skills.
- Ability to manage multiple customer accounts and implementation projects.
- Experience working directly with enterprise customers and handling in-person interactions.
- Exposure to AI tools and contemporary productivity platforms.
- Willingness to travel to client locations as required.
- Experience working with Government sector clients.
- Willingness to assist in collections and payment follow-ups as part of customer account management responsibilities.

Preferred

- Experience with ERP products covering Finance, Inventory, Procurement, HRMS, and Project Management modules.
- Exposure to implementation and support lifecycle of SaaS products.
- Prior experience in customer success, service delivery, or account management roles.
- Experience working with Government departments or e-Governance projects.
- Knowledge of Agile methodologies and product development processes.

Pay: ₹1,800,000.00 - ₹2,400,000.00 per year

Perks:

- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Sr BA+Customer Success/ Service Manager – Enterprise SaaS / ERP (Govt Experience) (India)
🏢 iProfit
📍 India