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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