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Manager, Product Support

Bengaluru, KA
Job Code:
  • IT
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Job Details

Passion for solving client challenges and commitment to client delightExcellent written and verbal communication skillsAbility to multi-task and prioritize in fast-paced and highly collaborative environment both independently and as a member of a teamBoth attention to detail as well as the ability to see the high level viewPositive, proactive and can-do attitudeFluency in social media platforms What You'll Do The Product Support Manager is responsible for managing a team of product support engineers to provide first class service and post-sales support to Sprinklrs customer base. The successful candidate will be experienced in leading and developing a 24x7 support team within an enterprise SaaS product environment. What Are Your ResponsibilitiesDaily evaluation of metrics and communication/monitoring with team leads to discuss and affect team performanceSetting clear objectives, evaluating progress and instilling a high performance culture with focus on teamwork, service excellence and ownership for resolving customer issuesWorking closely the the Product Support management team to suggest ongoing process improvement, problem resolution and workflow improvementsManaging the team and individual performance, technical and skills developmentDeveloping and maintaining knowledge of the Sprinklr productsWho You Are & What Makes You QualifiedMinimum of 6 years of experience in customer support, and 2 years experience managing a team of product support engineersStrong technical background and ability to speak to engineers, developers and end users.Ability to effectively communicate with direct reports, peers and senior managementExperienced and conversant in SLAs and ticket severitiesDiligent in generating and interpreting support metrics, and suggesting process improvements based on this dataAble to groom team-members to help them grow to the next level.Confident, professional and courteous communication with customersExperience with international customers a plus.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 6-11


Product Development | Production Management | Production/Manufacturing/Maintenance
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