Associate Director( Global Client Support)

Exp :12-18 yrs

Location : Gurgaon

Job Description :

Looking for talented, tech-savvy, mature and motivated leaders who thrive in a fast-developing organization. You will lead a team of global software support professionals who provide unmatched support to our customers across product lines and sites. You will use your astute observational powers and analytical skills to identify inefficiencies and relentlessly pursue the path of continuous improvement to drive customer happiness.

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

Requirements :

- 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

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