Senior Technical Support Manager

2 weeks ago

Hyderabad, Telangana, India People First Consultants Full time

Job Title: Lead Technical Account Manager

Job Description:

The Lead Technical Account Manager plays a pivotal role in our organization, overseeing a team of Technical Account Managers to ensure the successful delivery of technical support and strategic solutions to our customers. This role encompasses project management, quality control, and training responsibilities, driving team performance and customer satisfaction while fostering continuous improvement in service delivery.

Key Responsibilities:

Team Leadership and Management:

• Oversee a team of Technical Account Managers, providing guidance, mentorship, and support to enhance individual and team performance.

• Conduct regular one-on-one meetings with TAMs to discuss performance, address challenges, and provide constructive feedback.

Customer Engagement and Support:

• Serve as the primary point of contact for escalated customer issues, providing technical and business context to internal teams to resolve customer configurations.

• Relay the impact of system issues or outages to customers, ensuring timely communication and follow-up.

Project Management:

• Manage the overall program of technical projects for strategic customers, ensuring alignment with client objectives and adherence to established methodologies.

• Collaborate with Product and Support teams to create customer-specific rollout plans for product updates and new releases.

Quality Control:

• Implement quality assurance processes to monitor the effectiveness of TAM interactions and technical solutions.

• Conduct regular audits of customer interactions and documentation to ensure compliance with quality standards.

Training and Development:

• Conduct comprehensive training needs assessments to identify skill gaps within the team and develop targeted training programs.

• Deliver onboarding and ongoing training sessions for TAMs, ensuring they are equipped to effectively support customers and utilize technical tools.

• Utilize diverse training methods, including simulations and hands-on exercises, to enhance learning outcomes.

• Develop and deliver effective training programs for internal teams, ensuring training sessions are interactive, engaging, and relevant to participants' roles.

• Create training materials and conduct in-person and virtual training sessions.

• Assess training needs and measure training effectiveness, providing insights for continuous improvement.

• Manage end-to-end new hire training for new associates, sharing batch reports and regular updates on training progress with stakeholders.

• Manage knowledge interventions, including refresher training sessions, and administer process knowledge tests.

• Facilitate Performance Improvement Plan (PIP) trainings for associates identified as having performance issues.

• Utilize diverse training methods, such as role-playing, simulations, and group activities, to enhance learning outcomes.

Technical Solutions and Optimization:

• Advise customers on improving their product utilization to drive additional business value from LiveRamp's product suite based on predefined workflows.

• Design and execute technical tests to measure the value derived from the LiveRamp platform and assess the impact of core product changes on customer workflows.

Documentation and Knowledge Management:

• Maintain comprehensive internal technical documentation for customers and provide regular updates to ensure accuracy and relevance.

• Share best practices and lessons learned across the team to foster a culture of knowledge sharing.

Reporting and Analysis:

• Provide weekly reports on team performance metrics, customer satisfaction levels, and quality control findings.

• Analyze customer data and provide insights on cost-to-serve elements, helping to define improvement plans.

Continuous Improvement:

• Identify areas for process improvement and implement changes to enhance team efficiency and effectiveness.

• Celebrate team wins and individual achievements to maintain morale and momentum.

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