Bloom Consulting Services Hiring for Manager Customer Solutions at India Full Time

Job Description

Mandate/Role – Responsible for end to end Delivery of Support and Services activities for Customer Solutions organization from Bangalore COE for Process Product Group ( Ross Medworxx, Axis ) – Define an appropriate structure to manage delivery of Customer Solutions ( Support & Services ) from Bangalore CoE for each individual product under product group – Will be reporting to the Director CS Bangalore CoE but will need to be working with the Global Process Product Group Director, Global Sales team, Global CS Managers to identify areas and plan for increasing the %age of work delivered out Bangalore COE – Excellent interpersonal, written and verbal communication skills with strong leadership abilities – Should be able to operate in a Matrix Organization – Responsible for all Leadership levels communications. Customer Support Operations – Roles & Responsibilities ·Ensure all Support Key Performance Indicators (KPIs)are met and CoE contribution in all of the Support metrics are delivered as per Global Product Support Quarterly Business Objectives Assist the Global Services Manager, Worldwide Support in setting quarterly and annual business objectives and goals for the support. Evaluate measurement criteria to measure organizational performance, including: customer satisfaction, operating efficiency and employee satisfaction Ensure all support functions are performed in accordance with documented procedures, methods and standards. Establish requirements for the enhancement of existing support programs, processes, systems, and technology to support and enhance the technical support function. Accountable and responsible to handle all customer escalations representing CS Leadership team and work with appropriate internal departments/stakeholders and customer leadership team to resolve issues quickly and professionally. Review, respond, follow up on issues related to customer satisfaction and retention and thus contributing for improved customer experience. Participate in the R&D Escalation and Red/Yellow/Premium initiatives, customer escalations. Strengthen collaboration between sales, service R7D and support. Review escalation requests for consistent application of escalation policy, approve final incident escalations to R&D and monitor the progress of escalations to ensure that they are resolved in an acceptable timeframe Participate in cross-functional planning for new product releases with a focus on team readiness and supportability Provide Monthly/Quarterly reports to senior management on the performance and effectiveness of the CoE Technical support and contribution to Global Support delivery. Should develop abilities required to be independently generating operations reports from business systems. Maintain a functional knowledge of relevant product and service offerings and support policies. Seek revenue generating opportunities such as service related customizations, upgrades, implementations and training which will drive cross functional utilization. Deliver orientations to new customers and provide ongoing education and promotion of the Technical Support model Manage staffing levels and co-ordinate workload balancing between support hubs to ensure a consistent level of customer support and satisfaction Oversee CoE staff recruitment and retention. Foster an environment of ownership, pride and teamwork. Identify and resolve barriers to employee success and act as a role model, coach, and mentor for Team Leads and Engineers. Adapt and implement employee satisfaction and development programs to drive employee motivation, achievement and satisfaction Maintain a skills matrix to ensure adequate product knowledge and coverage across multiple time zones and support hubs Knowledge Management of the team, Performance reviews, Weekly team meetings Recommend and maintain budget items for staff salaries, Performance Related Pay, training and hardware resources. Maximize cost efficiencies in technical support functions while maintaining top level customer satisfaction Integrate new teams from new acquired acquisitions into Aptean’ s SOP’s. Knowledge Management of the team, Performance reviews, Weekly team meetings Professional Services Operations – Roles & Responsibilities Responsible for resource capacity planning, task assignment, scheduling for CoE Services Responsible for driving Services Billable Utilization for CoE to meet Services revenue and margins Responsible for Quality of project deliverables from CoE. Identify areas of concern and introduce/refine process to improve quality of deliverable from CoE. Provides reporting and metrics on performance of service Work on improvement of cross utilization (Services and Support) and also the customer facing activities for CoE. Progressively improve to deliver new modules and projects by CoE and thus increasing the knowledge quotient of the team Maintain skills matrix to ensure adequate product knowledge and plan for SPOF mitigation Responsible for Hiring, training, contribution, employee development and retention Work with Global Services manager to improve relationships between CoE and Global teams for optimal contribution to business. Weekly meetings with Project Managers, Services Manager and Product Leadership team Provides input to the Continual Service Improvement process(CSI) • Coaching team members in their functions to ensure they are growing technically and succeeding in their job function Primary Skills (Mandatory) Been in a Managerial/Supervisory Position for more than 5 years and should have been in Customer Facing roles primarily managing Customer Support Operations for Software Products. Demonstrated Strong Leadership in building/leading/managing a team and with proven examples of successful delivery Check with candidates on the below points : Have they worked on Support operation ,product external support, technical support, technology based, professional services, customization, implementation [if yes then consider those profiles.] If candidates say they have experience in IT helpdesk, service, call center, chat support please don’t consider that profiles.