Technical Support Manager - Pune.
BMC Software, Inc.
Pune, Maharashtra, India
6d ago

Description and Requirements

Primary Roles and Responsibilities :

  • Create a culture of performance, accountability, and customer advocacy
  • Facilitate individual and team growth and development.
  • Ensure the highest levels of operational excellence
  • Ensure the highest levels of customer satisfaction
  • Coach team members in dealing with customer issues.
  • Working directly with customers in the management of technical and business-impacting issues.
  • Manage customer and sales escalations to a successful outcome
  • A proactive approach to team management, foreseeing issues before they become a problem
  • Assist in long-range strategic planning that will meet the changing and future needs of the business.
  • Ability to communicate with and influence other departments with differing priorities.
  • Communicating complex messages to employees to enhance their understanding of the global strategy.
  • Maintaining a global approach to customer support issues and management.
  • Exercise independent thought within defined procedures and practices.
  • Qualifications

  • 12+ years of solid experience in a customer-facing, technical support environment managing a large and successful team.
  • 12+ years of experience leading global and multicultural teams / organizations
  • Comfortable working in a matrix environment with a customer success focus.
  • Proven people leadership skills
  • Proven ability to develop and maintain relationships with customers
  • Proven ability to create and maintain networks with key contacts inside and outside the organization.
  • Proven customer skills and ability to communicate with all levels of organizations
  • Excellent communication skills in English
  • Prior successful experience supporting technology solutions within a large organization, from executive management through to the technical staff
  • Project management and problem-solving skillsAbility to learn and effectively utilize Customer Support tools / resources
  • Inquisitiveness to learn new products and ideas
  • Must excel in a fast paced, diverse environment
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