Customer Service Support Manager

Job Description

Hi connections

Teamware is hiring for Support service Manager role

Location:Noida

NP:1month

Experience:1-3years

Interview mode:Face to Face

The Support Service Manager (SSM) will

coordinate and collaborate with Ultimate support plan customers as well as

internaltechnical teams to ensure expediency in issue resolution. The

SSM will also provide our customers with improved transparency during issue

resolution, regular support experience data and trend analysis, personalized

updates during any critical service outage as well as issue management.

Additional responsibilities will include establishing and developing positive

relationships and collaboration with internal colleagues across all Customer Engineering

teams, Sales, Customer Success and Consulting Services organizations.

What You'll Do

Key aspects of this role include the

following activities:

Partners with the TAM to ensure best in class customer support

experience and management beginning with a smooth customer kick off for

new Ultimate customers

Performs daily review of all assigned Ultimate customer issues and

ensures the frequency and quality of customer updates is of a very high

standard aligning with the customer priority and business impact

description and in collaboration with Support Engineers and Management

team

Leads regular support case queue reviews with the customer team

members, ensuring accurate prioritization of issues, visibility on

progress and latest updates as well as next steps

Provides oversight and ownership of any critical support issues and

provides ongoing and personalized customer management and updates through

to resolution of the issue

Contributes to the service review, focusing on performance of the

identifying areas of success and opportunities for improvement

Defines and maintains the Service Improvement Plan communicating

progress updates against agreed actions and collaborating with the Support

Delivery Managers to address areas identified

Conducts customer specific RCA analysis following a significant

event and ensures provision of the outcomes to the customer in an official

Customer Facing Statement

Responsible for the provision of Support Health data and insights to

the Ultimate delivery team and helps evaluate and communicate the overall

Technical Health of the customer

What you need to succeed

Business Insight

You will need a high-quality business

and strategic sense. You understand the need to balance Customer needs

alongsidebusiness objectives and strategy. You possess strong

problem-solving skills, are forward-thinking and have experience working with

data sets to identify common data trends.

You appreciate the level of engagement

required for premium support service delivery and can project the value of the

Ultimate Support Plan and ensure consistent service quality.

Results Focus

You have with strong mentoring and

coaching skills enabling our team members to deliver their best. You focus on

long term sustainable strategic improvements in favour of short-term results.

Influential

Consistent record of accomplishment

working with, influencing and leading virtual teams across a large global

company. Experienced and effective in communicating to Director and above

partners in Sales, Consulting and Engineering.

Strong Communication Skills

Highly articulate and presents plans and ideas in a compelling

manner.

Communicates passion, energy and enthusiasm.

Able to handle C-level urgent customer communications, creating

resolution plans and ensuring accurate execution of them.

Able to build and communicate customer service reviews and set

expectations according to business decisions.

Support Experience

You will have extensive experience

supporting high profile Enterprise customers and/or have successfully led a

software and/or SaaS-based technical support team, are a creative problem

solver who is passionate about customer success and premium service delivery.

You have experience in and enjoy

collaborating with a wide range of stakeholders in order to meet key

performance indicators.

Experience with developing and

implementing Service Improvement Plans, ITIL or incident management would also

be beneficial.

Excellent organizational skills:

ability to prioritize, manage, multi-task and implement projects

multi-functionally

If interested do share cv to [Confidential Information]