Azentio Software - Global Head - Product Support

Role summary

- Experience of working as product support and related areas with Essential skills of a customer support manager responsible for customer satisfaction

- 15-20 years of experience in managing Product support

Country/Region:IN

State:Tamilnadu

City:Chennai

Category:Global Product support head

Education: Relevant Degree

Travel Required: Travel when required to meet customer need to all regions

Detailed Role and Job Description :

The Head of Customer Support has the primary objective of driving the vision for consistency in customer support standards with customer satisfaction. The Head of Customer Support is accountable for shaping and delivering the business's customer service propositions to drive the overall performance of the organization

Leadership/Supervisory Role :

- The first and most prominent role of the Head of Customer Support is to provide leadership and direction to the entire customer support department.

- He establishes and oversees the adoption of the support department's vision, goals and objectives at all levels.

- Leads ground support for customer support team and managers, developing and implementing efficient process in implementing customer experience, support plans including workshops, and consumer insights for review by the Business heads and key stakeholders

- Ensures that customer support department needs are correctly prioritized in order to ensure the correctly prioritized allocation of resources.

- Ensures that customer support activities are seen to deliver measurable and significant value to the businesses and meet customer loyalty targets.

- Evangelizes the importance of customer experience to the overall performance of the business and establishes himself as the go-to expert for senior sales management within the sales department and the business at large.

- Plays a mentorship role to key customer support personnel by assisting in the execution of their duties upon request, ensuring constant sharpening of their skills and grooming them for the occupation of his position in the future.

Required Qualifications :

- The Head of Customer Support must have a BE or Valuable post graduation degree in Business Administration, Project Management, Information Systems, International Relations, Information Technology, or any other related field

- Must have had over 15-20 years of working experience in customer support, preferably working as a Customer Support Manager for a Product business within a fast-paced and competitive environment. The candidate will also have vast experience in customer service research and analytical techniques.

- Deep understanding of the importance of aligning departmental targets, Support revenues with the business KPIs.

Technology Skills and others :

- Tools which will be useful in the creation of visually and verbally engaging reports and presentations and conveyance of detailed customer support information to junior customer support and other sales personnel, for example policies, operational procedures, and processes, SLA tracking and reporting

- must also have technological acumen, which is necessary today if the business is to gain a wider consumer reach through technological communication channels

- Interpersonal Skills and ability to think creatively and strategically, multi-task and work cool under pressure, to identify issues and work to resolve them and deliver results.

- Ability to prioritize, manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, be self-motivated working under minimal supervision, and demonstrate calmness and composure under stress and uncertainty and inspire the same in junior customer support personnel.