Director - Technical Product Support

Leadership and Management : - Lead and mentor a team of customer support professionals. - Establish and maintain customer support processes and best practices. - Ensure the team meets and exceeds performance metrics and service level agreements (SLAs). - Work closely with rest of the stakeholder leadership teams to drive customer support specific strategic needs and their alignment with overall business needs - Promote culture of innovation and continuous improvement within the support process by evaluating new technologies and methods to enhance customer satisfaction. Customer Support : - Oversee and manage the successful resolution of customer issues and requests in a timely and effective manner. - Serve as the escalation point for complex and critical customer issues by maintaining strong relationships within internal teams. - Oversee escalated tickets for existing clients. - Ensure high levels of customer satisfaction through prompt and professional handling of support requests. - Implement RCA and corrective actions to prevent recurring issues Customer Engagement : - Conduct regular meetings with customers to monitor system performance and gather feedback. Manage MBRs and QBRs and report to management - Proactively identify potential issues and areas for improvement. - Develop and maintain strong relationships with key customer stakeholders Operational Excellence : - Implement and monitor key performance indicators (KPIs) to assess team performance. - Continuously improve support processes to enhance efficiency and effectiveness. - Collaborate with other departments (e.g., Product Development, Sales, and Implementation) to ensure a seamless customer experience. - Effectively and efficiently manage transition of post-production support from implementation teams or other stakeholders. - Implement and maintain support tools (like JIRA), development tools (automation for upgrade/OOB), and IP systems. - Ensure compliance with industry standards and internal policies (especially with client data) Strategic Planning : - Develop and execute a strategic plan for the support team, aligning with company goals. - Stay updated on industry trends and best practices to continually enhance the support function. - Provide insights and recommendations to senior management based on customer feedback and support trends. Qualifications : - Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degree preferred. - Minimum of 12 years of experience in customer support or a related field, in technology firms, with at least 5 years in a leadership role. - Proven experience in supporting software products and technology centric services; experience with Salesforce-based applications and services is a plus. - Strong understanding of intellectual property management solutions is preferred. - Excellent leadership, communication, and interpersonal skills. - Ability to manage multiple priorities and work effectively in a fast-paced environment. - Strong problem-solving and analytical skills. - Customer-focused mindset with a commitment to delivering exceptional service. - Experience in product technical support- min 12 yrs - Leadership role- min 5 yrs - Someone who has handled product - Managed a team of technical support /customer support - Handle SLA team, take escalated calls - P0, P1, P2 - Handle a team of people providing L1, L2, L3 support - Excellent communication skills - Interacted with US customers Notice period : 30 days (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 11/22/2024