Job Description

Traceit.live is part of o2 Store, a next-gen supply chain visibility platform revolutionizing how factories manage their tools, spares, and critical inventory across South Asia. As we continue to scale, we are seeking a passionate Customer Engagement Executive who will play a pivotal role in enhancing the customer experience, leveraging data insights, and supporting the growth of the platform across markets.

In this role, you will manage customer relationships, community engagement, marketing initiatives, and data analytics to ensure that our users derive maximum value from Traceit.live. You will be the voice of the customer, providing valuable insights to improve the product and drive success for our clients.

Customer Engagement & Community Management

• Build and nurture strong relationships with users, factory teams, and key stakeholders.
• Organize webinars, user onboarding sessions, and both virtual and physical community events.
• Collect user feedback to continuously improve platform experience and drive user satisfaction.
• Produce impactful marketing materials.

Client Support

• Support customer onboarding, ensuring that clients are fully engaged and proficient in using the platform.
• Assist in client-facing presentations, product demos, and proposal preparations.
• Identify opportunities for growth and expansion within existing accounts.

Data Analytics & Reporting

• Analyze user engagement and platform performance data to identify trends and opportunities for improvement.
• Provide actionable insights to optimize the customer experience and enhance platform usage.
• Collaborate with the product and technical teams to refine features based on data-driven feedback.

Project Management & Implementation

• Lead end-to-end onboardings and rollouts across plants/countries. Own the project plan (scope, milestones, owners, timelines) and run weekly check-ins.
• Coordinate Product/Engineering/Ops to unblock issues and manage changes. Run UAT, trainings, go-live, and clean handover to Support with SOPs/SLAs.
• Track delivery KPIs (on-time %, time-to-value, adoption) and drive improvements.
• Coordinate light integrations/data migration (templates, testing, validation).

Requirements

Experience

• Prior experience in customer support, community management, marketing, or B2B sales is highly desirable.
• Experience with data analysis and reporting to drive customer engagement and platform optimization.
• Familiarity with manufacturing, supply chain technology, or SaaS platforms is a plus (but not mandatory).
• Delivered multi-stakeholder SaaS/manufacturing rollouts from plan to hypercare

Skills

• Strong communication and interpersonal skills to effectively build relationships and connect with users.
• Analytical mindset with the ability to work with data to derive actionable insights and drive improvements.
• Self-driven, with excellent problem-solving abilities and a passion for customer success.
• Comfortable working in fast-paced, startup-like environments.
• Practical planning/prioritization/risk management; clear stakeholder comms; comfort with PM tools (Zoho Projects/Analytics, Jira/Asana, Sheets/Excel)

Mindset

• A collaborative team player who is motivated by delivering results and improving the customer experience.
• Proactive in identifying new opportunities for customer engagement and business development.

Benefits

Growth & Learning

• Be part of a rapidly growing product that is transforming how factories manage their inventory.
• Direct exposure to international markets across South Asia, enhancing your global professional experience.
• Opportunity for career growth into leadership roles as the company continues to scale.

Work Environment

• A flexible and experimental team culture that encourages creativity and bold ideas.
• The chance to work in a collaborative environment where your contributions directly impact the product and its users.

Apply via the Below Link

https://joinus.o2.lk/