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Manager, Customer Solutions
Job#: 434516
Positions: 1
Posted: 02/16/2017
Job Type: Full Time
Location: IN-Bangalore
Department: Customer Support
Category: Support
Salary: Salary + Bonus
Benefits: Benefits
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Job Description

 

Aptean is looking for a Customer Solutions Manager. You will be located at our India office which is the largest and most strategic office for company. If your DNA is dominated by true technical depth, business acumen, if you have demonstrable experience with management, if you know how to partner well and be a key member of a team, then we've got your next career opportunity.

Mandate/Role:

• Responsible for Delivery of Customer Solutions ( Product Support & Services ) from Bangalore COE for CRM Product Group

• Will be responsible for setting up/refining processes so that they align with other product steams

• Will be reporting to the Director CS Bangalore CoE but will need to be working with the Global CRM Product GroupDirector and Global CS Managers to identify areas and plan for increasing the %age of work delivered out Bangalore COE

Responsibilities

 • Responsible for Delivery of Support and Services of products from CRM domain. (Technologies include .net, sql, windows) • Responsible for resource capacity planning in CS and giving timely inputs for R&D for Custom Development Services

• Responsible for resource scheduling

• Define an appropriate structure to manage delivery of Customer Solutions ( Support & Services ) from Bangalore CoE for each individual product under product group

• Coordinates communication among Customer Solutions and R&D for ( Support & Custom services )

• Provides input in service attributes such as performance, availability, security, etc.)

• Serves as the point of escalation (notification) for major incidents

• Ensures that any changes to the service under their care follows the current change management work practice

• Provides input to the Continual Service Improvement process(CSI)

• Participates in internal service review meetings

• Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service • Ensures that performance meets the requirements of SLAs and OLAs

• Provides reporting and metrics on performance of service

• Accountable for ensuring high quality of Support Specialist knowledge and service delivery.

• Other responsibilities will includes Customer advocacy, recruitment, development and retention of suitably skilled staff to achieve business objectives; coaching team members in their functions to ensure they are growing technically and succeeding in their job function

• Contribute to Worldwide Support in setting quarterly and annual business objectives and goals for the support teams • Excellent verbal and written communication skills

• Excellent interpersonal skills with strong leadership abilities

Primary Skills (Mandatory)

• Been in a Managerial/Supervisory Position for more than 2 years and should have been in Customer Facing roles for a minimum of 3 years

• Demonstrated Strong Leadership in building/leading/managing a team and with proven examples of successful delivery

Education

Bachelor’s Degree in Engineering





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