Associate Manager, Global Support

1 week ago

Hinjawadi, India Onit Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Associate Manager, Global Support
Onit – Pune, Maharashtra, India – Full time

About Onit:
Onit creates solutions that transform best practices into smarter workflows, better processes and operational efficiencies. We do this for legal, compliance, sales, IT, HR and finance departments. We specialize in enterprise legal management, matter management, spend management, contract management and legal holds. We also specialize in AI/ML (NLP) based models for our platform for contract reviews.
Onit partners with businesses to build custom enterprise-wide software solutions that can be implemented quickly, are easy to use, and drive better decisions.

This position will manage a team of customer support engineers, working from our office in Pune, India.

Job Requirements:

8+ years of related application support or software implementation experience is preferred.Experience working on Business Process automation / management tools.Good understanding of platform based customised configurable products.Ability to discuss technical concepts with non-technical stakeholders. Should have worked with Engineering teams, Infrastructure & Cloud Operations and should have a collaborative style of management.Excellent relationship building skills, to interact with cross-functional team members throughout the company to advocate for customer needs.Strong communication and analytical skills, along with an ability to work with a broad range of clients with varying skillsets.Proactively communicating and accurately setting customer expectations.Thorough understanding of the software development lifecycle.Attention to details, diligent in problem solving and troubleshooting.Ability to work well under pressure and tight deadlines.Highly organized, ability to multi-task and exceptionally responsive.Managing critical and severe business impacting situations.Forming and executing effective action plans to drive each issue to successful resolution.Consistently following operational processes, and assist with continuous improvements efforts.Strong experience in handling customer escalations.Be an advocate of the customer to create exceptional value.

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