PeopleOne - Product Support Manager - LMS

PeopleOne delivers next-gen, cloud-based learning management system technology that represents a whole new way of thinking about learning. Based in Silicon Valley, PeopleOne serves customers from offices in the US, Europe and Asia, and provides a full range of LMS delivery and support services to ensure smooth transitions from legacy systems, rapid technology deployment and sustained learning success.

We are looking for PRODUCT SUPPORT MANAGER (LMS) with work experience from Product Development Organisation supporting Global Customers!

Experience

- Mandatory 8+ years of experience in providing Software Product Support.

- Mandatory - 2+ years of experience as Product Support Manager / Lead

- Mandatory - Experience in supporting Global customers (US / Europe)

- Preferably SaaS Product Support

- Preferably having some experience working in a Software Product company

Job Description :

- Bringing in transformation in the way Product Support is being handled by introducing industry standard best practices for Support management.

- Directly responsible for the product and support operations on day-to-day for the success of Global client base.

- Work closely with peers, Technical and Application Support teams to deliver a very high-level experience for customer success.

- Provide oversight to Product Support Engineers and enable them to maintain a high level of client satisfaction.

- Daily operation and management of the Technical and Product Support team through the effective use of resources, including scheduling, staff development, and management of client escalations. This includes involvement in hiring, developing and retaining talent.

- Review and approve client escalations, including providing an informed, objective point of view on global prioritization of all escalated cases.

- Responsible for team performance, analyzing trends and reporting on performance metrics to management on a regular basis.

- Maintain a deep understanding of the product application including the various features and configuration options to be able to provide the required guidance to support engineers.

- Work closely with Service Delivery and Sales teams to ensure client Retention and Success.

Looking for candidates who can join immediately or within a month.

Team HR