Associate Director - Client Support - Automation Software/Robotics Firm

Position: Associate Director - Global Client Support

Location: Gurgaon

Company Description

Our client is a global distribution automation software and robotics company that helps organizations leverage flexible automation capabilities to optimize distribution and fulfillment speed, accuracy and costs. The company's software uses Artificial Intelligence, Machine Learning and other advanced capabilities to ensure superior performance in fastmoving distributed environments that require maximum uptime, accuracy and efficiency. Founded in 2011, It has headquarters operations in the United States as well as key locations in Singapore, India, Japan, and Germany.

Key Responsibilities:

- Take ownership to drive customer happiness through support metrics and SLA's

- Manage a 24/7 team across multiple geographies, and provide an environment of continuous improvement and mentorship

- Manage global support budget and drive efficiencies by utilizing internal and 3rd party support tools

- Work with internal stakeholders and customers to templatize service offerings and agreements across geographies and product lines

- Managing proactive monitoring, and incident and escalation management

- Drive change management for production systems

- Maintain customer relationships by handling their questions and concerns with speed and professionalism

- Review RCA's for incidents and drive a continuous improvement roadmap

- Effectively run the feedback loop with Product and R&D teams

Qualifications :

- Engineering graduate with a minimum of 10-12 years of experience in software support, including 6-7 years in managerial capacity

- Experience of managing both onshore and offshore support teams

- Experience in managing global clients and support partners through software support, responsiveness and meeting SLA commitments

- Experience driving cultural and process changes to deliver a truly world class support

- Availability to travel for work

What it's like to work at this company:

Here, they are helping companies make their warehouses better. Their products increase and maximize their supply chain potential by not only increasing their overall throughput but by also introducing advanced technology and innovation into their warehouses. They are a team of technical minds, engineering experts, innovators and tinkerers, bringing unparalleled automation to the world's warehouses. People at this company come from different countries, cultures and diverse backgrounds with broad set of skills to take some of the toughest challenges head on.

They work with innovation at its bleeding edge and are passionate about building long-term technologies designed to pioneer the field for the coming decades. Advanced intelligence, state-of-the-art engineering and unparalleled technology are at the core of this company's specialized products. With the strength of cross-functional teams, they all are collaborators at heart. They support each other in learning and working, indulge in knowledge sharing, and have thoughtful discussions enabling us to develop strong ties with each other.