Director Delivery – Supply Chain

Key Responsibilities

Role Outcomes

• Client Acquisition: Work closely with the sales team to understand customer business and processes and design solutions to cater to expected customer outcomes.
• Client Retention: Lead the team to achieve GRR targets through exceptional customer engagement and delivery of Clear’s solutions.
• Client Expansion and References: Become the partner of choice for the client team, create stickiness and grow NRR. Leverage the deep relationships and success stories for references that grow Clear’s business
• Team Management: Groom the individual contributors to become solutioning & delivery superstars and leaders. Build the right delivery discipline, process and habits that become the foundation of a winning delivery team.

Role Description

• We are looking for an individual who can act as subject matter expert in Accounts Payable and Supply Chain (Procure-to-Pay) processes.
• Reporting under Delivery leadership, this individual will act as SME and provide guidance to a team of customer success executives to ensure smooth onboarding and support for Customers.
• Will lead the presales/solutioning function for Supply Chain Products and work closely with the sales team to design solutions to solve for customer requirements
• This individual will work closely with other functions (Product, Sales, Integrations) within ClearTax

Responsibilities

• Proactive Relationship Management:
  • Build and maintain strong relationships with key stakeholders across customer organisations, including CXOs/ Key decision makers, Finance / IT leadership, and business users
  • Deeply understand each customer’s unique challenges, processes and business
  • Maintain clear and consistent communication with customers across all levels, effectively managing expectations and ensuring transparency throughout the customer lifecycle
• Driving product adoption and customer success:
  • Collaborate with Customer Finance teams to ensure onboarding, training and usage of the Supply Chain products
  • Consult with customers to understand as-is Procure-to-Pay, Accounts Payable, Vendor Management, Supply Chain Financing processes and help create to-be processes post deployment of AP platform
  • Help customers in internal change management and ensure customer success in adoption of the platform
• Product Feedback and Development:
  • Synthesize product feedback from multiple customers and partner with product team for enhancements
  • Work with Customers to redesign processes to adopt to product features and capabilities for optimal usage
  • Communicate and help in deploying product enhancements in customer environment
• Customer Support:
  • Manage support team members on Supply Chain product troubleshooting and AP processes deployed across customer
  • Implement best in class documentation for support teams on Supply Chain product to enable superior service and quick resolution of customer issues and queries
  • Lead to provide solution to issues reported with higher complexities and ensure timely and high quality resolution

Qualification & Requirements

Panel (and what competencies each will cover): TA owner to drive coverage by talking to panelists

• Neeraj Khandelwal
• • Role fitment (Experience & Executive Presence)
  • Process Excellence & Customer Focus
  • Technical Expertise
  • Ownership & Accountability
• Vatsan 
  • Technical Expertise & fitment
  • Influencing and Communication
  • Role Sell
• Vishnu Iruvanti
  • Influencing & Communication
  • Ownership & Accountability
  • Leadership
• Archit Gupta
  • Bar raiser – Any 2 competency
  • Cultural Fitment

Priority Competency:

• Domain Expertise across Supply Chain (AP SME)
• Process / customer success rigor
• Hunger and drive to win in a startup environment

Pre-Mortem:

• Companies: hire from the right companies so that we have right domain expertise in Supply Chain Solutions and Processes
• Leadership: Must have team management experience. We do not need to focus on a very large span but at least manage 10-15 team members. Must have business acumen and focus.
• Process: We want individuals with high process rigor. Our Delivery function is highly process oriented and this trait is important to drive customer success in short and long term

Qualifications

• Minimum 8-10 years of experience in Supply Chain/Accounts Payable (PTP tower) in a shared services environment or with Supply Chain software provider
• Deep understanding of AP sub processes including vendor master, invoice processing, payments etc
• In Depth understanding of Procure-to-Pay processes, Invoice life cycle management and processing (both PO and Non PO)
• High-level technical aptitude to understand our products and how they serve customer needs
• Proficiency in AP processes in SAP is required
• Exposure to GST in Indian AP environment is desired
• Exposure to Quality Tools – lean, Six Sigma (preferred)
• Strong analytical and problem-solving skills.
• Excellent communication skills and ability to work collaboratively in cross-functional teams.
• Attention to detail and a commitment to data accuracy.
• Bachelor’s degree in Accounting (with CA preferred)
• Ability to work in extremely high pace environment with cross-functional collaboration

Benefits

No information available.