ArisGlobal - Associate Director/Director - Customer Support

About Aris Global:

ArisGlobal is a global company that provides integrated software solutions and consultancy services to assist life sciences organizations to maintain regulatory compliance, manage and mitigate risk and improve operational efficiency. We have over 20 years of industry experience and currently work with over 200 customers in the pharmaceutical, biotech, medical device and related industries. We employ over 1000 people in four offices across the globe and two development centres in India.

Our solutions cover Pharma covigilance & Safety, Regulatory Affairs, Clinical Research and Medical Information and represent the most comprehensive range available in the industry.

Each solution in the suite aims to be best in class; designed to meet the individual needs of corporate and regional departments. But when deployed together, they offer a unique opportunity to enable collaboration between departments, eliminating unnecessary duplication while reducing delays and improving compliance.

The design of our software solutions make them both highly scalable and highly configurable, eliminating the need for costly customization. They can be deployed standalone or are easily integrated with each other and your existing key business systems. As a result they can be easily adapted to meet the needs of any situation and implemented in any size or type of company.

About the position: Title - Associate Director/Director, Customer Support

Arisglobal product support organization comprises of post sales critical and non-critical support to customers and the unique responsibility to cater end to end Arisglobal product deployments for external / internal customers.

As a Director this person will be accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the unit while assuring the highest level of customer satisfaction. The person will manage a team of managers and work with them closely to ensure proper utilization and performance goals are met, while being accountable for overall organization success.

Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. The primary goal will be to drive consistent customer success by building high performance, reliable and predictable quality service teams those would generate reference customers and continuously multiply the new/recurring revenue for the organization.

Responsibilities :

- Plans and manages customer support activities, including managing a group of first line Managers.

- Oversees resource scheduling and utilization

- Ensures organizational usage of Service Request quality guidelines to manage service delivery quality

- Responds quickly to customer requests for escalations and manages escalation handling through the team

- Works toward objectives and KPI's as defined for Global Support and ensures that Global Customer Support will comply with all Service Level Agreements

- Leading and contributing to projects driving continuous process improvement initiatives

- Working cross functionally at a senior level with other organizations (Cloud Platform, Professional Services, Product Engineering, Product Management, Client Partner team etc) to ensure customer and process issues are resolved and/or optimized toward goals of Customer Satisfaction and operational efficiency.

- Ensures effective and efficient operations from India for all Global Customer support work, including Telephony, technical / application ticket resolution.

- Manage and develop the on premise and cloud support teams, including hiring, professional development and proactive support work

- Lead and/or being involved in implementation of strategic initiatives

- Manage and track daily/monthly SR volume at a transaction level and propose directions to manage 24/7 coverage

- Manage performance by objectives and identify development plans

- Establish effective daily/weekly/monthly and quarterly reviews with the reporting teams and the to derive actions for improving operational performance

- Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management

- Develop and implement practices that measure the effectiveness and performance of the enterprise product support Function

- Directly engage and communicate with important and critical customers to swiftly make progress on critical escalations.

- Work with Arisglobal engineering and critical response teams to implement strong collaborative processes and formal mechanisms for incidents, causes, resolutions and timely defect fixes for customers.

- Interface with the field, sales and service organizations and directly with the customer base on critical escalations and incident/problem resolution

- Manage capacity within the team, identify skill gaps and build capability

- Ensure to drive employee engagement at all levels below which includes regular periodical 1:1s, team meetings etc.

- Organize or support motivational programs to raise the spirits of people

- Take proactive steps to retain top talents and manage attrition

About the candidate:

Requirements:

- Masters Degree (or B.E with equivalent experience) in support.

- 15+ years of experience in the software industry with a minimum of 10 years in support and more than 6 years as a second level manager (Director/Associate Director or Equivalent)

- Background in the development and management of support groups/teams in 24x7 support operations

- Experience in more than one hybrid (Cloud and On premise) product support organization is highly desirable

- Familiarity with systems operations and management environments within large enterprise customers is desirable

- Thorough working knowledge with atleast one of the CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, SCP etc

- As part of the support management role, should have experience in performing almost all or most of the activities listed as responsibilities of this job position.

- Experience in a lifesciences based software product support is a plus Functional Competencies : (Competencies requirement for the candidate to perform the task)

- Should have working experience in leading and managing atleast one high end enterprise technology based software product support organization e.g. VMware, Application Servers, DW, lifesciences products etc.

Personal Traits : (Personality attributes required like initiative, perseverance, problem solving, critical thinking, etc.)

- High degree of communications and interpersonal skills

- Expert leadership and team building skills.

- Ability to manage multiple tasks and address issues among multiple parties within the organization

- Ability to collaborate effectively across departments

- Aptitude for analytical and problem solving

- Ability to develop knowledge across all ArisGlobal product and service offerings

- Results oriented

- Team player

- Self motivated with strong leadership skills

- Solution oriented

- Strong customer relation management skills

- Proven experience in similar roles/functions