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20/01 HR
HR at Michael Page

Views:496 Applications:89 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.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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