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Customer Support Manager

2 weeks ago

Ludhiana, Punjab, India Technossus Software Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Responsibilities

  • Responsible for ensuring end to end services provided to our customer are functioning and meet contracted service levels and quality standards.
  • Will manage and develop customer relationships at senior level to maximise customer satisfaction and ensure services are in line with the customers IT/IS business strategy.
  • Responsible to produce a Service Performance Report and attendance at Customer Service Reviews.
  • Responsible for the Service Credit Calculation, if applicable.
  • Working across the organisation to document, monitor, measure and improve services delivered to Customers using Service Improvement Plans.
  • Be an escalation point for Service teams and the Customer ensuring correct outcomes are achieved and in line with contracted services.
  • Responsible for providing excellent communication to your customer and internal to Service teams.
  • Accountable for the acceptance of new or amended services into production and the ongoing management to contracted service levels.
  • Will understand business-critical processes and how these can be impacted by service failures, ensuring that this knowledge is cascaded through the Service teams.
  • Contribute to the development and ongoing management of the Customer Account Plan Providing Service information and contract deliverables.
  • Using strong Customer relationships, identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing.
  • Management of risk to a point of acceptance or mitigation.
  • Understand and ensure adherence to corporate policy, processes, procedures, and guidelines.
  • Minimise Service Credit liabilities using Service Improvement or Risk Management.
  • Seek to convert clients to Reference Status (where appropriate).
  • Experience of bespoke software applications.
  • Experience of working within a structured process driven environment.
  • ITIL certification (minimum).
  • Exposure to SIAM- desirable not essential.
  • Experience of development & delivery of Service Improvement Plans.
  • Experience of working with Mission Critical applications.
  • Proven Client Services Management background.
  • Knowledge of the various technologies used to deliver services.
  • Excellent Communication skills.
  • Worked with UK client