About Zomentum:
Zomentum is a Partner Ecosystem Management platform that enables SaaS companies and channel partners to win more, together. We nurture a strong, trusted Partner Ecosystem, revolutionizing the SaaS selling process.
FOR PARTNERS: Zomentum reduces complexity of the sales, quoting & billing process, eliminating numerous tools with one modern platform built for the
Partners.
FOR SAAS VENDORS: Zomentum enables b2b saas vendors to grow partnerships into a major acquisition channel by integrating channel partner GTM motion into their
existing sales motion.
With this, SaaS vendors get revenue visibility and predictability from partnerships and become a vendor of choice for the partners. Partners save their time by automating workflows and maximizing their profits.
Achievements:
1. Investment – In February 2021, Zomentum raised $13 million in Series A funding from leading investors, including Accel Partners, Elevation Capital,. Total funding raised is $17 million.
2. Awards & Recognition – Zomentum’s Revenue Platform has not only garnered the support of the investment community, but it is also quickly becoming a channel partner’s favorite, earning a range of accolades from channel partners, including:
Top 10 Vendors of the year – ASCII Cup 2022
Best Revenue Booster award – The20 Vision Conference 2022
CRN’s 10 Hottest SaaS startup of 2022
The ChannelPro Network Readers’ Choice Award for Best Sales and Marketing Automation 2021
Best Solution Presentation 2021 by The ASCII Group community of independent North American IT MSPs, VARs and solution providers
Best Market Opportunity 2021 by The ASCII Group
Most Innovative Solution 2020 by The ASCII Group
2021 ASCII Cup Vendor of the Year
3. Revenue & Scale – Zomentum has experienced exponential growth, recording 10X increases in revenue year over year
4. Acquisition – To bolster platform functionality and further expand its European presence, the company has acquired Belgium-based Goolash, a billing reconciliation tool that captures lost revenue from unsynced client licenses.
Team
Founders:
Shruti Ghatge (CEO): ex-Accel, Exfinity Venture and Credit Suisse│ IIT Kharagpur
Rahil Shah (CTO): ex-Twitter, Rubrik│IIT Bombay
Core Team:
Strong product and tech team with experience across reputed tech organizations (Adobe, Freshworks, Microsoft, Chargebee)
Experienced business team (Linkedin, Browserstack, Chargebee) from top universities (ISB, University of Michigan, BITS Pilani)
Industry veterans and ex-channel partners based out of United States, United Kingdom and Europe.
About the job
A Technical Support Specialist serves as an expert for our products and associated business workflows, acting as a point of contact for our Partners. He or she will help find solutions to issues faced by Partners with our products.
Our Partner support team liaises with our Engineering, QA and Product Management teams to resolve queries and find new solutions.
Roles & Responsibilities
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
Build relationships with customers, help them with issues and continually delight them with a positive, customer-centric attitude.
Respond to customer queries in a timely and accurate way, via phone, email or chat
Work with customers to ensure they are leveraging and finding value in our services
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Work closely with other technical teams to ensure an exceptional customer experience and take care of any customer issues
Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
Create internal or external knowledge base articles/whitepapers.
Efficiently manage time to focus on essential activities to ensure customer satisfaction.
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Ensuring customer satisfaction at all touchpoints
Adhere to team metrics and quality standards set by management
Log software defects using a bug tracking system and work closely with software developers to analyze the defects and track them to resolution.
Work with the product management team to continuously evolve the product based on customer feedback, reported issues, and new trending technologies.
Professional Competencies:
Bachelor’s degree in Computer Science
Good understanding of SaaS applications, SQL, and API concepts
Prior experience in supporting SMB/SME customers
Knowledge of DevOps applications is preferred
Minimum of 3 years in a role providing technical support to customers
Strong problem-solving skills.
Strong written and communication skills.
Willing to work in US region hours
Benefits/Perks
People-centric culture, Great Place to Work certified.
Saturdays and Sundays off, enjoy your weekend off with your friends and family.
Health Insurance coverage for you and your family.
Flat hierarchy, your ideas, and feedback are heard and acted upon.
Location: Bangalore (Hybrid)
Working Hours: Flexible to work on rotational shifts (US, UK or ANZ)
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