Customer Support Director Position at MaxVal

5 days ago


Bengaluru, Karnataka, India MaxVal Full time

Job Summary

We are seeking a highly skilled Director of Customer Support to lead our dedicated customer support team at MaxVal. This individual will play a vital role in ensuring exceptional levels of customer experience and satisfaction, as well as the smooth operation of post-production implementations and support.

Key Responsibilities:

Leadership and Management:

  • Lead and mentor a team of customer support professionals to ensure they meet and exceed performance metrics and service level agreements (SLAs).
  • Establish and maintain customer support processes and best practices to drive customer satisfaction.
  • Collaborate with stakeholders to drive customer support strategic needs and their alignment with overall business goals.

Customer Support:

  • Oversee and manage the successful resolution of customer issues and requests in a timely and effective manner.
  • Serve as the escalation point for complex and critical customer issues, maintaining strong relationships within internal teams.
  • Ensure high levels of customer satisfaction through prompt and professional handling of support requests.

Customer Engagement:

  • Conduct regular meetings with customers to monitor system performance and gather feedback.
  • Manage MBRs and QBRs, reporting to management and proactively identifying potential issues and areas for improvement.

Operational Excellence:

  • Implement and monitor key performance indicators (KPIs) to assess team performance and continuously improve support processes.
  • Collaborate with other departments to ensure a seamless customer experience and effectively manage transition of post-production support.

Strategic Planning:

  • Develop and execute a strategic plan for the support team, aligning with company goals and staying updated on industry trends and best practices.
  • Provide insights and recommendations to senior management based on customer feedback and support trends.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degree preferred.
  • Minimum of 10 years of experience in customer support or a related field, with at least 5 years in a leadership role.
  • Proven experience in supporting software products and technology-centric services; experience with Salesforce-based applications and services is a plus.


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