Blackbaud India | Manager, Customer Support | hyderabad
2 weeks ago
About the role
The Manager, Customer Support is accountable for leading Level 1 or Level 2 support, for either business-to-business or business-to-consumer practices. Typically leading a team of 50-60 employees of varying levels that provide either frontline response (Level 1 support) to customers or consumers using Blackbaud solutions or more advanced support to identify and triage incidents (Level 2 support) for Blackbaud solutions and their ancillary integrations.
The Manager will work with employees to achieve departmental objectives, team metrics, or career and professional development of their employees. Managers should identify incoming volume drivers, develop and execute strategies to effectively prevent additional incoming volume, and guide strategies on self-service content. The Manager is responsible for hiring decisions, career development of their teams, promotion decisions, quarterly performance reviews and ensuring continuous improvements in employee engagement. The Manager will serve as a point for customer escalations and will actively participate in refining and implementing the overall strategic vision within the entire support organization, as well as partner with peers across various product pillars on initiatives.
What you’ll do
• Review and drive performance of operational-level agreements, metrics, and other data to effectively service Blackbaud customers
• Effectively communicate to Managers, Principals and/or vendors to promote change management and the importance of effectively cascading information
• Calibrate with Support Managers and Team Leads to ensure consistent service delivery and quality in a timely manner, particularly on levels of service and effective execution of the support model between Level 1 and Level 2, through random quality evaluations of their teams’ interactions with customers
• Document or refine processes and procedures, making recommendations for improvement to either improve customer delight, employee engagement, or operational efficiency
• Oversee customer escalations to resolution, share and apply lessons learned
• Provide a work environment that strengthens and cultivates employee engagement, diversity and inclusiveness, and career growth
• Represent Support in various product pillar meetings and activities as needed
What you’ll bring
• Proven ability to ask critical, insightful questions and probe for information to facilitate problem solving
• Demonstrated ability to act as a calming and settling influence in tense situations. Is looked to by others for directions and guidance
• Demonstrated ability to integrate unrelated information and develop highly creative, strategic approaches
• Demonstrated ability to create effective strategies for complex cross-organizational projects
• Proven ability to quickly and efficiently identify key issues or variables to consider in making important decisions
• Demonstrated ability to anticipate obstacles or problems. Takes timely steps to minimize impact on intended results
• Demonstrated ability to create long term strategies that anticipate customer needs/expectations
• 3-6 years of equivalent experience required
• Ability to work US hours required
• Proficient Spanish speaker is a plus
For more details, feel free to connect with our Talent Acquisition SPOC: sameer.parmar@blackbaud.com
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hyderabad, India Blackbaud India Full timeAbout the role The Manager, Customer Support is accountable for leading Level 1 or Level 2 support, for either business-to-business or business-to-consumer practices. Typically leading a team of 50-60 employees of varying levels that provide either frontline response (Level 1 support) to customers or consumers using Blackbaud solutions or more advanced...
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hyderabad, India Blackbaud India Full timeAbout the role The Manager, Customer Support is accountable for leading Level 1 or Level 2 support, for either business-to-business or business-to-consumer practices. Typically leading a team of 50-60 employees of varying levels that provide either frontline response (Level 1 support) to customers or consumers using Blackbaud solutions or more advanced...
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