Technical Support Portfolio Manager

3 days ago

Bengaluru, Karnataka, India beBeeLeadership Full time US$ 10,87,200 - US$ 18,01,200
Experience & Opportunity

Are you ready to take on a leadership role in our technical support team? We are seeking a skilled and dedicated individual to manage our platinum support portfolio, providing top-notch service to our valued customers.

Key Responsibilities:
  • Build and maintain strong relationships with key stakeholders across assigned accounts.
  • Lead regular case reviews and performance metric discussions.
  • Provide timely updates on customer issues and account health to internal teams and leadership.
  • Participate in customer-facing meetings, including quarterly business reviews.
  • Represent the customer's voice internally to drive continuous improvement.
  • Manage escalated issues in collaboration with the escalation manager.
  • Understand and communicate customer-specific customizations and technical needs.
  • Collaborate with account managers to coordinate upgrades and rollouts, maintenance schedules, company events and communications.
  • Monitor and follow up on customer satisfaction through surveys, feedback, and post-mortem reviews.
  • Share technical best practices and relevant updates with customers.
  • Contribute to and review knowledge base articles, especially those related to platinum support processes.

Requirements
  • Strong organizational and communication skills.
  • Ability to work effectively in a globally distributed team across time zones.
  • Minimum of 5 years of experience in software technology, ideally in a support capacity.
  • Familiarity with cloud-based environments, including SaaS and PaaS.
  • Bachelor's degree in an IT-related field or equivalent professional experience.
  • Willingness to travel occasionally.

Preferred Qualifications
  • Salesforce administrator certifications.
  • Project management experience.
  • Familiarity with technologies supporting SaaS applications.

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