Manager, Client Support

4 weeks ago

Bengaluru, Karnataka, India Greenway Health Full time
Job Description

Job Summary

Responsible for the day-to-day management of the team personnel and ensuring efforts align with the mission of the Support organization.

Essential Duties & Responsibilities

- Provides knowledgeable technical and functional assistance to external and internal customers in a prompt and courteous manner
- Demonstrates advanced understanding of internal systems and is proficient in their use, including case management software
- Demonstrates advanced understanding of operations metrics and purpose.
- Demonstrates advanced understanding of company mission and Greenway Health products.
- Documents interactions (via phone, portal, and/or chat, as assigned) with customers via cases.
- Completes/Delivers all required training and demonstrates skills in areas to include Product, Systems and Customer Service

(including professional interactions).

- Negotiates unresolved customer cases to other teams or teammates (L2, L3 other internal (NOC)).
- Provides Input for Level 3 item prioritization.
- Utilizes Knowledge Base in researching issues.
- Develop contributors to our knowledge base article database.
- Assists and acts as a mentor to all Technicians and Team Leads.
- Creates, maintains, and participates in issues resolution internal chats based on assigned subject groupings.
- Participates in Pilot and Beta.
- Directs escalations from L1/L2.
- Interacts with Product Management and Development for escalation and product counsel, future product versions, and

change management.

- Conducts special projects and acts as a consultant for other groups.
- Manages case metrics and call flow
- Performs Call Detail Reviewss and Monitors personal queues. May include active call monitoring.
- Follows up and handles escalation from customer surveys.
- Leads 1:1s with Technicians and Team Leads for personal development of the team and career pathing.
- Leads daily rollcall, evaluations, and reviews.
- Manages Performance Improvement Plans and disciplinary actions.
- Conducts interviews with potential employees.
- Approves PTO, timesheets, and performance reviews.
- Recommends Concession or Credit approach for financial consideration
- All other duties as assigned.

Minimum Qualifications

- 2+ years in a product support environment lead level position.
- Operating knowledge of client base, including customer requirements, trends and future directions
- Excellent English proficiency in verbal and written communications

Skills/Knowledge

- Excellent written and oral communication skills, problem solving skills and analytical skills
- Must be able to organize and manage workload efficiently and prioritize projects and cases with minimal supervision.
- Must possess strong leadership and organizational skills, be motivated and thrive in a fast paced environment, and have the ability to work non-standard hours

  • Client Support

    3 days ago

    Bengaluru, Karnataka, India IQVIA Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Client Service AnalystJOB DESCRIPTIONJob OverviewUnder broad guidance, ensures clients obtain maximum value from products and services to facilitate a positive and productive long-term relationship, either broad client or offering focused.Essential Functions• Ensures fulfillment of contract specifications and ad-hoc client requests to build client...

  • Client Support

    1 day ago

    Bengaluru, Karnataka, India IQVIA Full time US$ 80,000 - US$ 1,20,000 per year

    Client Service AnalystJOB DESCRIPTIONJob OverviewUnder broad guidance, ensures clients obtain maximum value from products and services to facilitate a positive and productive long-term relationship, either broad client or offering focused.Essential Functions• Ensures fulfillment of contract specifications and ad-hoc client requests to build client...

  • Client Support Specialist

    22 hours ago

    Bengaluru, Karnataka, India Scry AI Full time

    Position: Client Support SpecialistLocation: India (Remote)Employment Type: Full-TimeSchedule: Monday to Friday, Day ShiftCompany DescriptionScry AI is a leading provider of AI-powered enterprise solutions, delivering transformational business outcomes through products like Collatio (automation of complex document processing across financial, legal, and...

  • Client Support Specialist

    2 days ago

    Bengaluru, Karnataka, India beBeeClientSupport Full time ₹ 25,00,000 - ₹ 50,00,000

    Job OverviewWe are seeking a highly motivated and customer-focused individual to assume the role of Client Support Specialist.This position serves as the first point of contact for US-based clients, providing exceptional support and ensuring a positive client experience.Main ResponsibilitiesAct as the primary point of contact for US clients via phone, email,...

  • Client Services Manager

    2 days ago

    Bengaluru, Karnataka, India EVENT U ROX - (EUR) Full time

    Job Description: Client Servicing Manager / Assistant ManagerLocation: BengaluruEmployment Type: Full-timeAbout Event U RoxEvent U Rox (EUR) is a leading corporate event management and experiential marketing agency with 14+ years of expertise and 3,000+ events delivered across India and globally. We specialize in crafting impactful, innovative, and seamless...

  • Senior Executive

    21 hours ago

    Bengaluru, Karnataka, India beBeeOperations Manager Full time US$ 90,000 - US$ 1,20,000

    About UsWe are an international provider of asset management, fund administration, trust fiduciary and corporate services to mostly corporate but also high-net-worth clients.We have a global network of offices in over 30 countries, with a presence in Hong Kong. Our private ownership allows us to be fully committed to our client's long-term financial needs...

  • Client Manager

    2 days ago

    Bengaluru, Karnataka, India Poetry Designs Full time

    Company DescriptionPoetry Designs, founded in 2020, focuses on offering quality architectural and construction services to clients looking to build their dream homes at affordable rates. We eliminate traditional construction management challenges by providing an integrated solution that includes architectural planning, landscape design, and contracting...

  • Senior Manager

    5 days ago

    Bengaluru, Karnataka, India ARA's Client Full time

    About the Client ARA's client TechGlobal (pseudonym) is a global leader in strategy, technology consulting and digital services, enabling clients in more than 100+ countries to implement cutting edge solutions in their transformation journey. TechGlobal helps businesses become digital-first and digital-ready. The company has a global presence with +...

  • Client Manager

    4 weeks ago

    Bengaluru, Karnataka, India Poetry Designs Full time

    Company DescriptionPoetry Designs, founded in 2020, focuses on offering quality architectural and construction services to clients looking to build their dream homes at affordable rates. We eliminate traditional construction management challenges by providing an integrated solution that includes architectural planning, landscape design, and contracting...

  • Client Manager

    7 hours ago

    Bengaluru, Karnataka, India Poetry Designs Full time

    Company Description Poetry Designs, founded in 2020, focuses on offering quality architectural and construction services to clients looking to build their dream homes at affordable rates. We eliminate traditional construction management challenges by providing an integrated solution that includes architectural planning, landscape design, and contracting...