Monitor and evaluate Customer Support monthly performance, including call/email and after-work monitoring (using call recording and quality assurance applications).
Set personnel performance goals for the customer support/ Account management team in-line with business requirements and manage daily activities of customer success team in India.
Handle Hierarchical software technical escalations of customers and drive them to successful resolution with inter-intra function technology teams.
Report, analyze and resolve system, customer and operational issues that impact service quality.
Enable the team to meet KPAs like CSAT, SLA, backlog, Initial Response and Timely resolution of Technical issues through OTRS and India Customer Support/ Account management team.
Provide customers with outstanding customer experience and customer delight.
Collaborate with sales, professional services and engineering teams as needed on technical calls related to the products.
Manage staffing levels and support coverage.
Refine customer support processes and procedures.
Ensure effective documentation establish knowledge base and process documentation.
Conduct rate reviews/ resolve billing disputes and credits with strategic customers.
Excellent Communications and presentation skills with ability to consolidate and analyze data coordinate with Engineering Team and Clients.
Aggressive, self-driven and result oriented with ability to team management and interact across levels to establish effective relationship.
Excellent English communication and emailing skills.