Role: Director of Product Support   Experience Level: About 15 years overall experience, 3+ Years in Support leadership roles   Kony is a leader in the mobile application development platform space. We are currently seeking a talented and experienced individual to lead our global Product Support organization. The role is required to provide strong process & technical leadership, and the right candidate will have a solid technology background with hands-on experience in managing an offshore product support operation. Candidate should have a good understanding of support processes, industry best practices and key metrics. Experience in providing support for technically complex software products, especially products used for software development is required. The candidate will be responsible for developing an effective customer service strategy, implementing required processes and systems, managing the operations in an efficient manner and ensuring the highest quality of customer service. Candidate will be responsible for managing a team of 40+ staff operating on a 24x7 basis. A high degree of commitment and passion for customer success are an important expectation of the role.   Key Experience & Skills:   - Strong knowledge of technical support models especially from an offshore perspective   - Experience in managing a support organization and understanding of key metrics   - Experience in supporting developer platforms (i.e. development tools)   - Strong analytical ability to grasp problems at a conceptual level and drive solutions   - Good technical foundation with understanding of current mobile technologies   - Prior career experience in software development is required   - Proven team management skills with ability to direct and motivate teams   - Excellent customer management and interaction skills   - Good English verbal and writing skills, with ability to summarize for customers / management   - Ability to multi-task in a fast-paced environment and resolve problems quickly and efficiently   Key Responsibilities:   - Develop & refine relevant processes, systems and tools to deliver world class support   - Manage & mentor the technical team to deliver a customer-first support experience   - Manage team capacity planning, technical competency and training to meet support goals   - Manage to key metrics & SLA's ensuring speed, quality, and especially, customer satisfaction   - Work collaboratively with Product Engineering to improve process integration, ensure timely customer communication and manage escalations   - Provide regular reporting and departmental updates to Sr. Management and key stakeholders   - Foster an environment of continuous improvement in terms of support processes & customer sat

Hyderabad

Kony - Director - Product Support 

Kony - Director - Product Support  ,Job Description for Kony - Director - Product Support  in Kony India in  Hyderabad for (15-17) years of experience. Apply Now!

Job Description for Kony - Director - Product Support  in Kony India in  Hyderabad for (15-17) years of experience. Apply Now!