A 20+ Years old USA based product company is looking for their Head of Partner Support Vertical, a leader good in customer support, process, escalation matrix and product knowledge who can lead teams and good working experience with international clients for their Mumbai office. The person should have successful record of 8+ progressive years as a Senior Manager/Director of a Client Services organisation (35+ people) of an external customer base, with strong preference to a U.S. customer base. The ideal candidate for this role should have a meticulous focus on customer satisfaction, a passion for learning new systems and products, a technical understanding to define and roll-out new processes and the ability to lead a large team in a demanding environment. As Leader of Technical support, you will: - Manage a team of customer support agents, managers, and support service specialist - Executing tactical plans and initiatives that exceed customer expectations via phone, email and web- resulting in increased customer satisfaction and Associate satisfaction that will be realized in lower attrition and higher productivity. - Report on and monitor performance metrics and develop strategies to ensure targeted service and performance standards are achieved or exceeded. - Use data to define and improve business processes - Oversee customer support related business infrastructure, including aspects of the company's Service Desk, and phone systems - Work cross departmentally to report new and emerging issues to technology, network operation, content and product teams - Develop documentation, training materials, and messaging for Partners and support team - Oversee recruitment and training - Developing and achieving Technical Support objectives and goals to support the organizational vision and objectives - Establishing and managing communication channels within and among departments- being the liaison to provide customer feedback to the Senior Leadership Team. Desired Skills & Experience Minimum Qualifications Possess a Bachelor Degree or College Diploma in a relevant field - Strong technical background - High standard of integrity and ethical behavior. - Experience with relationship management of large strategic clients working with both senior (C-level) executives, practitioner and end-user - Possesses a strong management presence and leadership ability. - Proven experience with process design, management and improvement - Communication and interpersonal skills that inspire and motivate leaders and teams - Demonstrated excellence in analytical thinking and problem solving. - Able to be flexible and agile in responding to evolving business priorities - Able to collaborate across organization and with external stakeholders - Operational skills that will drive organizational efficiencies and customer satisfaction - Willing and able to address escalated client issues with speed and urgency - Data-driven with a commitment to process; drive/track consistent engagement process - Ability to work in a fast-paced, entrepreneurial, results-oriented culture - Ability to communicate with and understand the requirements of professional staff in area of specialty and communicate these requirements to technical staff - Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities Qualification & Experience: - Successful record of 8+ progressive years as a Senior Manager/Director of a Client Services organization (35+ people) of an external customer base, with strong preference to a U.S. customer base - Extensive experience in a leadership or management role, preferably in the Internet, Web or Cloud Hosting sector - Experience with development of online learning projects and/or delivery of consultative projects. - Proficiency with JIRA/ JIRA Service Desk, Salesforce, MS Office essential - Familiarity with Excel power query/ MS Power BI or equivalent data analytics tool a plus - Bachelor's degree; strong preference for a MBA or other advanced degree in Customer Relationship Management and Project/Program Management. - Excellent communication capabilities

Mumbai

Head - Customer Support - IT Product Firm 

Head - Customer Support - IT Product Firm  ,Job Description for Head - Customer Support - IT Product Firm  in Praxis Consultants in  Mumbai for (10-15) years of experience. Apply Now!

Job Description for Head - Customer Support - IT Product Firm  in Praxis Consultants in  Mumbai for (10-15) years of experience. Apply Now!