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29/11 Nikeeta Jumani
Senior Executive - Recruitment at Milestone Inc

Views:243 Applications:18 Rec. Actions:Recruiter Actions:1

Milestone - Senior Support Manager (13-19 yrs)

Ahmedabad/Bangalore/Gujarat Job Code: 1343386

Shift Time: 9:00 PM To 6:00 AM

As Senior Manager Support, you will have the responsibility for leading a highly skilled team of customer facing web producers and support personnel who deliver 24x7 Web development and Support to Milestone's customers globally. You will work closely with the Senior Management, Product, Engineering, Sales, Customer Success and COE teams to ensure that Milestone is delivering overall superior Website modification, enhancements and technical/marketing support. The candidate will be able to hire, motivate, develop and retain quality customer facing web developers; build and ensure adherence to processes; leverage systems and tools to drive productivity; and leverage metrics to improve performance of the team; Deliver the best-in-class service by directly working with the clients.

Primary Responsibilities:

- Website design, modification, enhancements and support and service to the Milestone's customer base

- Lead a multi-tiered, 24x7 support function to customers globally

- Manage and develop the team, including hiring, motivation, professional development, and retention

- Identify and facilitate training programs which will improve product knowledge, technical/marketing skills and customer handling skills of team members

- Design, develop and implement processes, systems, and technology to operationalize and improve the Support function.

- Define, track and improve operational metrics for effective operations

- Handle customer and internal escalations and deal personally with difficult customer issues

- Work with Milestone's delivery teams to identify and prioritize issues and enhancements which need to be taken up by the Product Team

- Feed "Product Intelligence" and "Customer Intelligence" to the internal delivery & product teams

- Effective customer communication and drive high level customer satisfaction score.

Required Skills/Experience:

- 13+ years of experience in web development, production and support, with a minimum of 3 years in direct people management

- Experience of front-end programming building websites including HTML, CSS, JavaScript, testing/debugging, and browser tools

- Experience building/supporting websites on any of the CMS platforms like Sitecore, Drupal, AEM, WordPress etc

- Experience in handling international customers especially in North America

- Expertise in developing processes that help deliver high quality web production and support to customers in an effective and efficient manner

- Excellent understanding of metrics to measure and improve the effectiveness of a high volume support organization

- Ability to understand the issues reported by the customer in depth and being able to assess the customer situation and prioritize the issues

- Familiarity with incident tracking and management systems

- Track record of accomplishment and effectiveness within organizations

- Good communications and interpersonal skills

- Ability to mentor the team on the client communication and establish the customer first mindset in the team

- Degree in Technology, preferably Computer Science

Preferred Knowledge, Skills, Abilities, And Background:

- Exposure to digital marketing is highly desired

- Exposure to creative web design and user experience is a plus

- Understanding of SEO and Content Management Systems is desirable

- Customer First mindset is a must

- Experience in a start-up company or organization of a multi-national marketing or marketing technology product company

- Experience building a team or leading transformational changes in a customer facing organization

- Highly energetic, with a passion for helping customers

- Multitasker with willingness to 'roll up sleeves' and do whatever it takes to achieve desired results - Strong people leadership skills who can inspire confidence in team

- Analytical problem solver with critical thinking capability

Women-friendly workplace:

Maternity and Paternity Benefits

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