Edgeverve - Associate Director - Product Support

Overall responsibility for all the EdgeVerve Product support managing teams across all regions APAC, EMEA and US. Creating and executing strategy for all

Edgeverve products for support, optimization of resource utilization. Managing client escalations. Ensuring the product support SLAs committed to the clients are met with minimum breaches. Managing the teams within the AMC revenues from all the products. New contract reviews from product support perspective and giving the sign offs. Very good Customer Experience through after sales support.

Experience

- Total 16+ years of experience. Minimum 10 years as Manager in IT industry with 3+ years in Leadership position.

- Technology experience of 5+ years in Java or .Net or Big data stack or Cloud based deployments with Kubernetes is preferred

- Proven experience in handling customer support interactions, discussions

- Experience in leading a team of minimum 25-30 members from technical domain and have credentials in being a good team leader.

- Experience in handling enterprise support teams - size providing service delivery to more than 50 global enterprise customers - on-premise solutions or SaaS solution support.

- Experience in providing support on emerging technology-based solutions in Automation and AI.

- Experience in working with data and drawing actionable insights that drive improved customer support strategies for a business.

- Possess exceptional communication skills that allows to inform, help, and advice customers clearly and to liaise effectively with the business's internal managers and other professionals.

- Carry clarity to convey sensitive information and instructions to Product Support Engineers which will determine the effectiveness of the product support organization.

Career Credentials

1. Desirable - Any Project Manager certification like PMP, PPM

2. ITIL Certifications like ITIL Foundation or ITIL Service Manager- Added advantage

3. Desirable - Cloud Certifications , Good understanding of AI space / Automation technologies

4. Prior Delivery management or account Management experience is an added plus

5. Exposure to Software product development , release and maintenance lifecycle processes as in agile development practices is an added advantage

Responsibilities :

- Geo based Support Portfolio management - Define and Manage assigned regional product support portfolio in shared support model effectively and efficiently

- Product Licenses and AMC Revenue Management - product license usage, Customer Churn, renewal reporting and BE reporting

- Escalations - Communicating Client stakeholders on Escalated issues, SLA reports for product support

- Budgeting for product support activities within the portfolio

- Thought Leadership - Participating in customer support seminars, reading professional customer support publications, maintaining professional networks, and so forth. These efforts keep the business ahead in customer support practices and give the business a competitive edge by enabling customer satisfaction and retention over competition

- Optimized Operations - Strategic plans to optimize the product support efforts with the use of automation and self-help tools for customer support

- Product Support/ Account management - Key accounts

- Product Stakeholder Management - Regular interactions with Product Engineering and Management teams to update on the issues and feedback from customers based on the analysis and trends.

- Client Communication Management - Communication of need to move forward with product upgrades, on de-supported product version, Upgrade and Migration options from product Support

- Support improvement initiatives - Initiatives to drive the optimization of teams such as shared talent across products, knowledge sharing sessions. Self-service initiatives to reduce ticket volumes.

- Operations Management - Reviewing Support SLAs on a monthly/quarterly basis and taking actions on aging tickets and actionize changes to resolve those client issues

- Status reporting to internal stake holders - Ticket volume and other trends, High level RCA, client escalations and elapse time, SLA compliance report.

- Knowledge Management - Initiatives are planned , defined and operationalized for the support team

- Project Management - AMC project codes creation and maintenance, invoicing, PBS certification. Alcon and PBS updates, License renewal client communication, AMC renewal communication, Extensions

- People management - Plan and mentor the team for product related competency development of the team. Performance management as per organization processes. Motivate the team by giving rewards and recognition. Carry out team building activities. Ensure compliances to HR processes. Participate in recruitment drives for the organization. Evaluate training requirements of the team members and nominate them for trainings. Technology and product related Certification of support team

- Hiring - Work with HR for recruiting, orientation, training, assigning, coaching, and disciplining Customer Support Agents.

- Onboarding Support Engineers and Consultants. On-boarding of new employees and managing the inductions