AuthBridge - Senior Manager - HyperCare

About AuthBridge:

Authbridge is India's largest Authentication company, delivering cutting edge technology and alternate data analysis for Identity management, Onboarding & Verification and Business Intelligence. We provide solutions across three verticals:

- BFSI Solutions

- Workforce Solutions

- Business Solutions

Over 1500+ clients across 30+ sectors, including Fortune 500 and Indian unicorns, rely on AuthBridge's sophisticated authentication products. These API enabled and AI/ML powered products are supported by the largest proprietary identity, education, and criminal databases in the country - allowing us to perform seamless and near instant authentication checks. With a large product and technology team, AuthBridge has conducted over 10 million verification checks since its inception in 2005. AuthBridge is ISO 9001:2015 certified for quality and ISO/IEC 27001:2013 compliant for information security.

About the Role:

As Hypercare Manager you will lead a team that will manage our most strategic accounts through challenging periods of their goLIVE journey. These challenges could be due to user adoption, product issues, support experience, communication, and/or customer service concerns. This role brings strategy, structure, and executive engagement to Marshall companywide resources to assist customers placed in Hypercare across our three verticals.

The Hypercare program will ensure a high level of customer satisfaction, retention and expansion resulting in both resolution of each customer's challenges to a healthy state and of continuous improvement and institutional learning from each customer engagement to prevent recurrences across our client base.

Key Responsibilities:

- Serve as the primary point of contact for critical issues and incidents, taking ownership of problem resolution and escalation as necessary.

- Collaborate with cross-functional teams, including product, solutioning, Onboarding, Account Management and Operations teams, to facilitate quick issue resolution.

- Develop and implement strategies to minimize disruptions, identify recurring issues, and ensure continuous improvement of the system's stability and performance.

- Monitor system performance and user feedback during the HyperCare phase, providing regular updates to stakeholders and management.

- Create and maintain detailed documentation of issues, solutions, and best practices to establish a comprehensive knowledge base for the Hyper Care team.

- Conduct training sessions and workshops for end-users to enhance their understanding of the system and reduce common user errors.

- Foster a positive and supportive team environment, encouraging collaboration and knowledge-sharing among Hyper Care team members.

Must have work Experience:

- Required 6+ years of Experience.

Qualification & Functional Skills:

- Bachelor's degree in Computer Science, Information Technology, or a related field. MBA preferred.

- Proven experience as a Hyper Care Manager or a Program Management role

- Strong problem-solving skills and the ability to think critically under pressure.

- Excellent communication skills, both written and verbal, to effectively interact with stakeholders and team members.

- Demonstrated leadership abilities with a track record of motivating and developing teams.

Did you Know this about AuthBridge:

- Authbridge case study titled "Innovating HR Operations in India", based on AuthBridge's innovative Operations Management, is now taught as a part of the MBA curriculum of the Ivy League Business Schools, Cornell University.

- Authbridge also have a case study on AuthBridge's story on Innovation and Entrepreneurship by Indian Institute of Management (IIM), Ahmedabad.

Equal Opportunity Employer & Other Conditions:

We are an equal opportunity employer. AuthBridge is dedicated to being an employer that provides equal opportunities to all individuals. We firmly believe in cultivating a work environment that fosters support, inspiration, and respect for everyone. Our HR processes and policy decisions are rooted in merit and are applied without any form of discrimination, including race, colour, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, or any other characteristic protected under law.

Further, it is the Company's policy to not employ children who are under the age of 18 years under any circumstance. The Company is against all kinds of exploitation of children and shall conduct its hiring in compliance with applicable laws.