Associate Director

5 days ago

Bengaluru, India Blanket Technologies Full time

Position : Associate Director / Director - Product Support (B2B SaaS Healthcare)

Location : Bangalore

Job Type : Hybrid

Job Type : Permanent

Key Requirements :

- Education : Bachelor's or Masters degree in business, engineering, or a related field.

- Experience : 13+ years in Product Support (L1 & L2), with at least 3 years in leadership roles.

- Proven experience in managing multiple customers, products, and teams simultaneously.

- Strong problem-solving, analytical, and decision-making abilities with a customer-first approach.

- Ability to thrive in a fast-paced environment and complex support operations.

- Exceptional communication and stakeholder management skills.

- A passion for delivering outstanding customer experiences with a deep understanding of customer needs and expectations.

Job Responsibilities :

- Develop and execute a comprehensive support strategy that enhances customer experience and aligns with business objectives.

- Lead and manage multiple support teams, ensuring high performance and continuous improvement.

- Collaborate effectively with stakeholders to resolve issues and deliver services efficiently.

- Ensure seamless communication and resolution between internal and external stakeholders.

- Establish and monitor key performance metrics to evaluate service effectiveness, efficiency, and areas for improvement.

- Provide product feedback based on a deep understanding of customer requirements, driving product enhancements.

- Identify and act on opportunities for process improvements, knowledge base management, and self-service tools.

- Contribute actively in business review meetings, team governance meetings, and reporting.

- Manage support budgets and optimize resource allocation to meet both business objectives and customer demands.

- Foster a culture of customer-centricity and continuous improvement, focusing on delivering high-quality support experiences.


(ref:hirist.tech)

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