Hiring for Sr. Manager - Customer Support in Bengaluru/Bangalore, for Exp. 15 - 18 yrs at Zyme Solut (Bangalore Job)
(Not Shown) (Please mention IndiaDynamics.com when contacting)
Job Description:Zyme is looking for a senior person to transform our 24x7 global Customer Support capabilities, taking them from their current basic capability level to a state of the art, industry leading strategic support capability level, acting as a key competitive differentiator for Zyme. Professionals from product support backgrounds who have experience building, staffing and managing efficient, state of the art, industry-leading, 24x7 global enterprise Level 1 and Level 2 support teams preferred. RESPONSIBILITIES Build a world class enterprise B2B Level 1 & amp amp Level 2 customer support team to provide the highest levels of customer satisfaction by offering high quality support to Zymes customers. Optimally allocate staff across various solutions, regions, time zones, etc. to ensure coverage across all parameters. Train the staff to be self-sufficient and independent in resolving customer queries and requests. Set up workflow / process within the team to ensure all customer tickets are adequately tracked, acted upon and monitored. Ensure adherence to pre-determined SLAs agreed with customers in responding to customer tickets. Manage communication between various teams within Zyme to ensure all tickets are closed without any delays and meets customers expectations. Implement dashboards and provide monthly reports to track the progress made including metrics and measures for customer support operations. Define, select, set up and manage tools and associated logistics (call center software, ticketing systems, internal and external knowledge base systems, CTI infr, etc.) to enable provision of the industrys highest quality enterprise support on an efficient basis. Manage staff across different locations, time zones and languages, for customers in different parts of the world. Travel to different countries where the regional support teams are located. Take full responsibility for incident, problem management and customer escalation activities. Develop and implement processes, procedures and tools to continuously improve operational efficiency, customer satisfaction, and goal attainment. Proactively identify and implement process and tool changes based on past experience and root cause analysis External client management and interaction / product support issue resolution. EXPEREINCE and SKILL REQUIREMENTS 15-18 years of recent experience in roles involving management of level 1 and level 2 enterprise customer support Experience working with US / European customers Managed growing teams in previous enterprise customer facing roles Experience building, staffing and managing efficient, state of the art, industry-leading, 24x7 global enterprise multi-channel Level 1 and Level 2 support teams Excellent communication skills (verbal and written) and building a team with similar skills is a strong pre-requisite Experience in extending customer support for SaaS products (ERP, CRM, etc.) Experience in using Zendesk and JIRA will be a plus Experience in defining, implementing, and deploying knowledge base tools, both externally customer facing as well as in support of customer support engineers Strong understanding of continuous improvement techniques such as Six Sigma and approaches. Effective coaching and mentoring skills with a strong process orientation. Experience working in and managing an enterprise B2B global 24x7 support environment with simultaneous responsibility for both tier 1 and tier 2 support teams. Experience defining, implementing and continuously improving advanced process and support tools such as knowledge bases, call center software, and CTI. Experience and a strong belief in the implementation of closed loop continuous improvement processes including root cause analysis and short term and long term preventative actions Experience in creating, implementing and managing the moderation of successful customer, partner, and/or developer collaborative support forums preferable. ERP and SCM knowledge would be preferable. KEY PERFORMANCE METRICS Adherence to customer specified SLAs for support Optimal utilization of resources for customer support Highest level of support capabilities when benchmarking against competitors and other enterprise B2B SaaS providers. Create fully trained, self-sufficient staff with outstanding communication and customer engagement skills to manage customer tickets and escalations Highest levels of customer satisfaction in response to their tickets and escalations. Manage the ticketing systems, infrastructure, processes, internal and external knowledge base systems, etc. for continuous improvements Identify and drive process and product cross-functionally bring in higher quality and more efficient customer support Manage an internal knowledge repository and associated tools to help customer support staff to be trained and independently managing customer tickets. Manage and continuously strengthen/improve external customer support self-help capabilities.