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Customer Success/ Support Manager- Salesforce

5.00 to 10.00 Years   Pune   09 Jul, 2020
Screen Magic Mobile Media Pvt Ltd
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Hardware / Networking
Functional AreaCustomer Service (Domestic),Sales / BD
EmploymentTypeFull-time

Job Description

  • 10+ Years of experience with 5+ years experience managing 10+ person enterprise software customer service teams - including help desk support teams (phone and email based) - with a track record of customer reported excellence across multiple products and technologies
  • Strong Salesforce Admin Experience
  • Exceptional communication and relationship building skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment are essential
  • A deeply operational mindset - you dive into specific tickets and have an ability to understand the core of any operational issue by having an understanding of the details.
  • Familiarity with software engineering and IT processes and tools
  • Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve their experience - you are a customer advocate of the highest order
  • Can work remotely and open to work in US Shift
Responsibilities
  • Full operational management of L1 and L2 support agents with team leads reporting to you.
    • Create/Maintain customer support org to serve customers 24x5 and over weekends.
    • Define/Maintain right set of SLAs and work constantly to achieve customer success goals.
    • Define/maintain processes to install right technical/communication skill set in team members.
    • Define/Maintain SOPs/Solutions to increase the FR SLA.
  • Lean methods for maximum efficiency
    • Daily Pair Support program assignments that drives us towards a state where every agent supports every product
    • Weekly progress driving customer success as measured by increased NPS scores
    • Quarter over quarter improvement in team quality and productivity through weekly goal setting and execution
  • Cross Team interaction
    • Cross-functional rollouts of business wide programs to drive our customer s success
    • Participate in daily/weekly/monthly management meetings to present key hurdles/challenges/successes with core group.
    • Arrange regular training of new releases of products and make sure team is well equipped with guides & required materials
    • Interact with Sales team to clear hurdles in key deals or offer help wherever required to close the deals
  • Personal Goals
    • To Keep yourself up to date about Organization Goals, Challenges.
    • To keep yourself up to date about Product releases and dependent technology knowledge
    • Personally handle portfolio of key customers to make sure that support quality is at par.
  • Team Performance
    • Conduct regular training sessions for team yourself or through trainer to groom the team.
    • Plan quarterly person oriented activity calendars to give team chance learn things.
    • Create performance plan for team as per their skillset and guide them to define/achieve their career goals.
,

Keyskills :
salestechnical supportslacustomer relationsdeliverycustomer servicecustomer supportenterprise softwarevirtual environmentsoftware engineeringrelationship buildingSalesforce Admin

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