Description
About the company:
Location: - Bangalore
Company’s Global People Strength- 300+ people
About the Company: It started as an IP services company in 2004, with a keen focus on efficiency, cost-effectiveness, and continuous improvement through metrics-based processes. Our focus on these core values led to the tech-enablement of our offerings even before this buzzword became an industry standard. Over the years, It developed many internal applications to increase our quality and efficiency, and customer satisfaction. As these systems grew and became more sophisticated, we have productized them and offered them to our clients. Today, It serves over 600 clients across the full IP life cycle with the industry’s leading products and services. Our 300 plus employees represent the most IP and tech-savvy individuals in the industry
About the position:
Designation: Director -Customer Support /Technical Product support
Experience required- 13-17 yrs
Reporting To: Director/ VP
Vacancy: 1
Work Location - Bangalore
Interview Processes- 3 Rounds of Tech interview (done in 1 day itself in Maxvall office) + 2 HR rounds
Work from office- 5 days/week
ABOUT THE ROLE:
Job Summary:
We are seeking a dynamic and experienced Director/Sr. Director of Customer Support to lead our dedicated customer support team. This individual will play a crucial role in ensuring high levels of customer experience and customer satisfaction, and the smooth operation of post production implementations and support. This role will manage and lead issue resolution, system performance, customer escalations, and customer satisfaction metrics.
This role also will be responsible for developing and implementing proactive customer engagement models to establish and maintain strong, long-term relationships with key customers.
Key Responsibilities:
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.
Must-Haves :
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
Bangalore candidates ONLY who are willing to attend the F2F