Job Description

Customer success function has a big impact on customers\' experiences The ideal candidate will be a people manager with a thorough understanding of the strategic vision of Support and Service desk function. S/He must have the ability to set the long-term direction of the team as well as balance and plan their short-term actions. The role essentially requires strong communication skills, including the ability to be influential and persuasive with stakeholders. Salary - Will depend on the role / hierarchy fitment. Salary should not be a constrain for a good resource Industry - Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance Functional Area - Customer Success Role - Sr. / Manager Employment Type - Permanent Job, Full Time Work location - Ahmedabad [Prahladnagar], Client Facing Role [client Visits] - Not major, predominantly team management and last level escalation handling Shift - Regular 9.30 Am to 6.30 Pm, 5 Days working Job Role Managing the Pan India team of close to 40 members consisting of middle level managers/team leads and software as well as hardware engineers, to ensure smooth functioning of implementation and post-sales support functions. Setting up a credible customer call centre framework for various category of clients including putting necessary telephony solution in place duly integrated with our internal CRM for recording, monitoring customer communications and thereby improving their experiences. Planning CSAT campaigns periodically to assess and improve customer success experience, analyse data in detail and implement corrective actions wherever needed. S/he being senior management team member will have clear mandate of improving CSAT scores. Will be responsible for effectively managing, mentoring, coaching the team, assessment of their skill developmental needs, technical as well as soft skills trainings etc, Take all the necessary steps to ensure that the function is constantly developing and improving. Project implementation and management: Guiding and enabling the middle level manager regarding deployment of team members for various simultaneously running projects implementations. : Ensuring the timely & effective implementation thorough team for all new projects to the customer\'s satisfaction. Service desk management: Ensuring that team is aligned and focused on customer issue resolution within the defined TAT and agreed SLAs, providing a first-contact resolution for customers as much as possible. Responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Conducting and sharing results from service and operation performance reviews. SWOT: strengths, weaknesses, opportunities, and threat CSA: current state analysis A gap analysis, which identifies areas where current and future expectations are not being met Regular benchmark: TAT, SLAs etc Effectively conducting and responding to assessments is one of the key components of being a successful service desk manager and working towards constantly improving the service desk team. Effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the company, and, perhaps most importantly, often service as the face, or voice, of the organization to customers. It also has a big impact on customers\' experiences. Coordinating and managing all relevant stakeholders, including the support team, customers, development team and other teams that are involved in operations. Escalate unresolved queries to respective departments for accurate redressal. Being aware of and managing the costs of running the service desks. Required Skills l Education Qualification: A computer sciences graduate [BE / B.Tech in Computer Science / IT or an MCA] l Minimum 8-10 years\' experience at various levels within the Support and Service desk function. l Patient listener. Clear thinker. Good communicator. Growth oriented. l Team management experience for a large team size 30-40 direct and indirect members. l The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team. l A thorough understanding of the strategic vision of the function and the ability to set the long-term direction of the team. l An ability to balance and plan the short-term actions of the team. l Knowledge and understanding of all relevant industry standards. l Knowledge and understanding of best practices for support management. l Strong communication skills, including the ability to be influential and persuasive with stakeholders. l A complete understanding of the organization\'s business. l An ability to think critically about systems and to make adjustments consistently as needed. l The ability to manage time effectively while setting the tone of the team through modelling and leadership Key Result Areas l Customer Satisfaction & SLA management l Team member retention l Business mining from existing customers Key Performance Indicators l Customer Escalation metrics l Client Feedback l Revenue augmentation from the existing clients

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