Project Manager

Found in: Adzuna IN C2 - 2 weeks ago

MumbaiSantacruz, Mumbai, India DigitalCube Consultancy Full time

Job description:

PROJECT MANAGER, OPERATIONS

Location: Mumbai, for an experienced Manager, Operations in the Solution Delivery team for a software product company with an international client base. Candidate should have a zeal to provide quality service and to ensure the satisfaction of the customers. Candidate should have a strong background in SAAS onboarding, managing/developing support processes, handling customer support, and must be disciplined about execution and tracking success. The candidate should be able to demonstrate excellent verbal and written communication skills and should be good at building reference templates for the team to use. The Manager will be responsible for driving customer satisfaction and ensuring smooth ongoing support, and operations.

Roles & SAAS customer onboarding and upgradesEngage with customers to enable adoption, pre-empt risksSupervise the activities of a Customer Support team with responsibility for results in terms of customer service satisfactionManage operations for support organizationManage support and associated processes along with underlying ticket/case management systemsMonitor effectiveness and efficiency of team members on a consistent basis and produce necessary reports on a periodic basisDevelop, maintain and evolve knowledge repository for allContinuously improve customer onboarding, ongoing support processes and systems for entire organizationAssume leadership role in cross-functional teams to drive service delivery and/or product improvementsProvide feedback on improving product / processesMentor and train team members for technical and inter-personnel skills on a periodic basis and track their progressMaintain excellent working relationships with customers IT as well as Business stakeholders.Leads, directs & reviews the work of the team members.Establishes and maintains relationships with internal customers, quality control, solutions and template support teams.Credentials and Experience:

One or more of the following from a reputed university:

  • Engineering degree (preferably Computers or IT)
  • MCA
  • B.Sc. Tech. and / or PGDST/C-DAC.
  • B.Sc. graduates with PGDST/C-DAC
  • ITIL certifications
  • MBA / PMP or any other certifications are a plus
  • Minimum 8 years of experience in a reputed software organization of which, at least 3 years should be as a Lead or 1-2 years as a Manager having managed operations teams, SAAS product onboarding and support with good interaction with customer representatives.
Knowledge, Skills, and Abilities Required:
  • Experience of working on enterprise applications, preferably data warehousing or products.
  • Excellent oral and written communication skills
  • Ability to deliver engaging, informative, well-organized presentations
  • Strong leadership and interpersonal skills
  • Understands data integrations with ERP e.g. SAP etc.
  • Ability to engage with senior leadership internally and externally to drive in managing customer accounts
  • Experience of delivering SAAS solutions
  • Exposure to metrics driven customer engagement
  • Follow us on LinkedIn and Twitter to know more about our active job opening and market news.
Job Types: Full-time, Permanent

(ref:hirist.tech)

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