Implementation & Customer Experience Specialist

Guide Global Operations From ERP Onboarding to Everyday Adoption
Take enterprise technology from implementation to everyday impact worldwide. Join Emapta as an Implementation & Customer Experience Specialist, helping global customers configure platforms, resolve technical challenges, prepare operational data, and accelerate adoption. Become a strategic link between product and customer success while building a long-term international career alongside top 1% talent.
Your Gateway to Global Customer Experience
Employment Type: Full-time
Shift: Night Shift (9:00 AM-5:00 PM EST/EDT), Weekends Off
Work Setup: Hybrid | 105 B Wing Balaji Complex Chinchavali | India
Exciting Perks Await!
Competitive package
Medical life insurance
Standard government and Emapta benefits
Well-equipped, modern, and accessible offices
Employee engagement initiatives
Mentorship and exposure to global leaders and teams
Diverse, inclusive, and supportive culture
Transparent performance management
Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
The Qualifications We Seek
More than 3 years of experience in B2B SaaS support, software implementation, customer success, or a related customer-facing technology role
Proven experience supporting complex, data-intensive enterprise or operations platforms, with experience in ERP, supply chain, inventory, accounting, or MES software preferred over consumer applications
Exceptional spoken and written English communication skills, with strong empathy, professional polish, and tone control when communicating asynchronously or through live video calls with operations managers
Advanced Microsoft Excel or Google Sheets skills, including advanced lookups, pivot tables, data normalization, text parsing, and error handling
Proven ability to manipulate, clean, and prepare large CSV data exports
Ability to work a dedicated six-hour daily window that overlaps standard U.S. Eastern business hours (9:00 AM-5:00 PM EST/EDT)
Basic SQL literacy or strong aptitude to learn SQL within the first month to query PostgreSQL for support triage, preferred
Prior experience with supply chain or ERP systems, preferred
Experience creating software documentation or video walkthroughs, preferred
Your Daily Tasks
Tier 1/2 Technical Support & Triage
Serve as the first line of support for customer tickets and product inquiries
Reproduce reported software bugs and investigate data configuration issues
Resolve user errors directly whenever possible
Prepare clear escalation briefs with replication steps, tenant IDs, and relevant technical context when core engineering intervention is required
Customer Sandbox & Demo Provisioning
Provision new customer tenant environments
Configure role permissions according to customer requirements
Seed realistic personas and operational mock data
Maintain active demo environments ahead of customer onboarding sessions
Training & Customer Enablement
Conduct live video walkthroughs with client operations personnel
Produce guided software tutorials through Loom
Maintain module user guides and software documentation
Update instructional materials with accurate and current screenshots
Customer Data Preparation
Clean, map, deduplicate, and format customer legacy data exports
Prepare item master records, bills of materials, vendor lists, customer sheets, beginning inventory counts, and other operational datasets
Apply advanced spreadsheet techniques to prepare customer data before ingestion
Customer Release Notes & Communication
Author clear and user-friendly release notes
Translate product updates into accessible feature summaries
Explain software changes clearly to non-technical operations managers, inventory clerks, plant directors, and other customer users
About the Client
Our client develops an AI-native enterprise operations platform that unifies finance, manufacturing, supply chain, CRM, quality, sourcing, treasury, and product lifecycle management. They combine ERP functionality, shared operational data, workflow automation, and embedded AI to replace fragmented business systems. Their technology helps organizations manage financials, inventory, production, orders, suppliers, compliance, and customer operations through one connected environment. With modular capabilities and integrated data, they give complex businesses greater visibility, traceability, control, and intelligence across their global operations.
Join the Top 1% Talent. A Better Career. A Better Life.
Join us at Emapta, and let your professional journey flourish in the heart of India's vibrant culture!
Recognized as one of Asia's rising tech and outsourcing destinations, we offer a wealth of opportunities to showcase your talent to the world. At Emapta, we connect you with global clients, giving you international exposure without leaving the comfort of your home country. With over 1,200 international clients and a decade of proven success, we provide a strong foundation for your career growth. Here, innovation, collaboration, and continuous learning are part of everyday life, and work-life balance is more than just a promise-it's a reality.
#EmaptaEra #EmaptaIndia

Work arrangement
Hybrid