Head - Product & Customer Support - CRM Solution Provider

18 - 26 Years

Mumbai

Posted 3 years ago

#Technical Support #Customer Experience #IT Production Support

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.

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Posted By

HR at Michael Page

Last Login: 11 October 2022

Job Views:
496

Applications: 89

Recruiter’s Activity: 0

Posted in

IT & Systems

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