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20/01 HR
HR at Michael Page

Views:456 Applications:84 Rec. Actions:Recruiter Actions:0

Head - Product & Customer Support - CRM Solution Provider (18-26 yrs)

Mumbai Job Code: 883703

Industry - IT

Category - IT & Systems

Skills - Technical support, Production support, L2/L3

Job Type - Permanent

Job Duration :


Job Description:


- Drive functional & technical support to improve customer satisfaction and retention and Monitor support issues and ensure quality and SLA compliance


- Evolve processes & develop programs to drive customer experience and satisfaction

Client Details :

Our Client is the leading enterprise CRM solution provider for Financial services

Description :

- Drive functional & technical support to improve customer satisfaction and retention.


- Monitor support issues and ensure quality and SLA compliance


- Evolve processes & develop programs to drive customer experience and satisfaction


- Conduct periodical reviews with customers, exchange feedback and improve engagement


- Collaborate internally with product & delivery teams to streamline processes and improve customer outcomes


- Align with product releases and associated training to ensure support team is ready with the required knowledge


- Build upon support career framework to enhance the team's focus on people development
Profile :

The key requirements of a successful candidate are:

- Engineering degree from a premium institute


- 18-20 years of progressive experience in supporting enterprise software products


- Experience in a leadership position handling 24/7 global teams


- Should be fluent & excellent in written and oral English communication


- Experience & Achievements in people management skills is a must


- Proven experience of leading and growing a high-quality product support team.


- Experience of managing complex implementations both on premise and on cloud


- Experience of supporting both domestic and international customers


- Sound knowledge of systems integration, platform support, platform integration


- Excellent problem solving & troubleshooting skills is required


- Should possess understanding & leadership in support processes, KPIs & SLA management


- Ability to handle escalations and drive customer communications on a daily basis

Job Offer

- Senior leadership role with high accountability


- Market leading compensation

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Priyanka Menon on +91 124 452 5493.

Contact - Priyanka Menon - +91 124 452 5493

The Apply Button will redirect you to website. Please apply there as well.

Women-friendly workplace:

Maternity and Paternity Benefits

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