Bharuwa Solutions - Support Manager

Job Description:

Purpose:

Build relationships with existing customers, have an in-depth understanding of their goals, and help them in meeting those goals through each touch and engagement. Proactive engagement with customers promoting long-term relationships and loyalty.

Goals & Deliverables:

- Owner in delivering delightful experience to customers who are on-boarded newly to Bharuwa Solutions during Welcome Call process. Ensure zero tolerance in terms of product implementation and training.

- Customers should feel confident about using our companys product.

- Ensure Feedback Audit happens periodically and prepare the customer to the status READY TO PAY at the time of renewal.

- Responsible for converting Unhappy customers to Happy base by addressing the concerns of the customers by coordinating with respective Support & Implementation team.

- Analyze the unhappiness reason with root cause. Discuss with respective stake holders to avoid the same in future.

- Audit the escalations after it is resolved by support team/Product delivery and make sure customer is happy.

- Co-ordinate with partners/field sales with respect to renewal payment collection in case of customer reachability is an issue.

- Identify the opportunities to offer additional services/add-on products to customers, by understanding customer's needs.

- You will be the Account Manager for the corporate accounts, and it is very important in maintaining the relationship as big accounts.

- A minimum of 5 feedback calls per day to Corporate Accounts is must to ensure that there is a strong ownership in the account management.

- Updating customers, keeping them in the loop on changes to the product they are using and keeping them updated on the latest enhancements.

- You should reach out to the lost customer to gain an understanding of why they left. Part of this process is about trying to win lost customers back.

Personality we expect:

- You love taking Ownership and Problem-solving by seeing the opportunity for change in every challenge, you learn from failure rather pointing fingers.

- You should be adaptive and respond to unexpected situations.

- You should be proactive in approaching the lost customer and bringing back.

- You should be emotionally intelligent, easily empathize and understand the customer requirements.

- You love building relationships, the ability and willingness to develop and exploit a range of productive relationships both inside and outside the team.

- You should be a fast learner who can learn everyday by planning step by step modules and does not expect classroom training sessions.

- A good communicator, the ability to speak and write, to be clearly understood by others using appropriate language, vocabulary, and style. Hindi/English language proficiency is sure an advantage.

- Strong affinity towards planning ones tasks for the next day and ready to share honest feedback, challenges, learning and emotions for the day.

- Manufacturing Industry background using ERP application 5 years of experience with 80%

- Functional and 20% technical in supply chain (Order Management, Inventory and purchasing, & WMS)

- UG: B.Tech/B.E. Computer Science

- PG: MCA/MBA - Computers, M.Tech - Any Specialization