Technical Operations Specialist

12 hours ago

udaipur, India beBeeSupport Full time

Technical Support Manager Job DescriptionJob Summary:We are seeking a highly skilled Technical Support Manager to join our team. The successful candidate will play a pivotal role in ensuring the success of our clients on our platform.Responsibilities:Serve as the primary point of contact for enterprise clients, ensuring smooth adoption and high satisfactionEstablish strong governance with client stakeholders, conduct periodic reviews, and track KPIs against business outcomesAct as a trusted advisor to clients, guiding them on best practices and helping them leverage our SaaS product's capabilities effectivelyTeam Leadership:Lead and mentor a team of Implementation Analysts and Technical Support EngineersFoster a collaborative, accountable, and growth-oriented team cultureCoach team members for professional advancement and cross-functional excellenceOperational Excellence & Escalation Management:Oversee resolution of client issues and escalations with speed, transparency, and ownershipCollaborate with internal engineering and product teams to drive timely fixes and communicationContinuously assess and improve post-implementation processes to enhance efficiency and performanceCross-Functional Collaboration:Liaise closely with Product, Engineering, and Release Management teams to ensure client requests are prioritized and implemented effectivelyProvide domain and implementation insights to influence product strategy and roadmapCustomer Advocacy & Continuous Improvement:Monitor customer health metrics and satisfaction (CSAT, NPS) and proactively implement improvement plansTranslate customer feedback into actionable insights for internal teamsMaintain a deep understanding of the platform, products, and industry trends to help clients stay aheadSkills & Qualifications:Strong domain expertise in Payments or Banking is mandatoryExcellent understanding of APIs, SQL, and cloud-native SaaS environmentsProven track record managing enterprise clients, handling escalations, and achieving high customer satisfactionExceptional stakeholder management, communication, and influencing skillsHands-on experience with process optimization, governance, and customer success operationsA data-driven mindset with a passion for technology, innovation, and client impactExperience & Qualifications:Professionals with 8+ years of experience in Customer Success, Program Management, or Account Management within a Technology/SaaS/Banking environmentAt least 2+ years in a leadership role managing customer-facing technical or implementation teams

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