Head - Global ERP Product Support

3 weeks ago


Chennai, Tamil Nadu, India Ad Astra consultants Pvt Ltd Full time

Job Description :

- Manage, Lead, and Grow a team of 40+ individual contributors.

- Oversee the day-to-day operations of the team to ensure effective and efficient performance

- Working with the PM team during the sprint releases to help enhance the Product with long-term solutions for customer/product issues.

- Ensure 100% compliance to support SLAs.

- Coach individual contributors to proactively engage Clients to support and drive adoption and usage of specific Products and features within the Orion solution, ensuring maximum business benefits for the Client.

- Coach individual contributors to ensure regular account outreach, report generation, and effective Client Engagement

- Ensure team is meeting expectations and meeting quarterly objectives and commitments.

- Interact closely with Product Engineering team to resolve Product Architectural issues.

- Working with Stakeholders, including Customer Support team, Customer Success team and senior Executive Management to address customer/product issues effectively.

- Working cross-functionally with Support, QA, Engineering and PM teams to ensure timely responses and resolutions for customer/product issues.

- Updating tickets in a timely manner.

- Providing regular reports to the Management on Product performance and customer issues.

- Managing prioritization and trade-offs between customer experience, business impact and Product performance.

- Strong Customer Support oriented.

- Strong working knowledge towards ERP Products and Technical Support environment

- Must have strong work exp in Customer Support function preferably at Global level.

- Strong Leadership qualities

- Strong in People Management, Recruiting, Team Development etc

(ref:hirist.tech)

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