Mid-Senior Level

Manager - Customer Solutions | CHB (Remote)

Preferable Location: Bengaluru, Chennai, Hyderabad, Mumbai, Pune, Gurugram   |   Full Time

Hiring for our leading product client globally presence & B2B SAAS

Role: Customer Solutions Manager

Basic Qualifications :

  • 8+ years in a senior customer-facing/Product/Tech Support role
  • Bachelor's degree in science, technology, engineering, math or equivalent experience
  • Superior written and verbal communication skills, including a demonstrated ability to effectively deliver information at the C-suite/VP level
  • Experience in leading continuous improvement measures & methodologies
  • Experience working with current technologies (especially SAAS)
  • Exposure to APIs and Cloud-based  technologies
  • Self-motivated problem solver who thrives in a dynamic and customer-focused environment
  • Strong organizational and troubleshooting skills with attention to detail
  • Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, and adaptive to change
  • Highly analytical, technically proficient, and able to learn new tools
    and software quickly
  • Demonstrated leadership through influence
  • Business English language skills

Roles & Responsibilities

  • Collect and analyze support metrics to guide decisions about product and support quality
  • Should ensure a high level of quality in process deliverables
  • Manage the day-to-day operations in a 24X7 setup
  • Responsible for all support activities for a particular customer segment or time-zone
  • Handle all critical requests and escalations from customers
  • Work closely with all internal stakeholders like sales, Product, Engineering and Customer success, Implementations, etc.,  in delivering the best customer experience
  • Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis

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