Head - Global ERP Product Support
4 weeks ago
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
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