Designation : Project Manager
Skills : Support with Salesforce knowledge
Role : Permanent
Experience : 9 - 12 years
NP: Immediate - 30 days
Location: Bangalore
JOB Description :
- The CS Manager is accountable for end-to-end service program delivery within an assigned portfolio of customers, representing Customer Success throughout all deal phases while demonstrating a critical partnership with internal and external stakeholders.
- The Customer Success Manager is responsible for driving and overseeing all aspects of application support for production system for TWoD implementations. Someone who is well versed in cloud adoption, program delivery management practices, and technology trends. This is an exciting role that will help fuel customer success through leadership with business, customer, and team growth. The CS Manager serves as the primary leadership point of accountability and/or escalation for their portfolio of customers. This role has direct people management responsibility for Customer Success and supervises the Customer Success and Support deliveries to customers by their team.
- The role will serve as the primary escalation point of contact for critical production outages and process failures impacting internal and external users. Provide day-to-day management and direction for all aspects of application support operations including:
- Demonstrate leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization
- Address application and system performance issues
- Resolve application defects while developing - work around-
- Review and prioritize issues to be fixed and released into production systems
- Ensure that the support team follows best practices
- Optimize resourcing teams to support various business needs
- Negotiate and implement CRs
Responsibilities :
- Own post production defects and change requests and ensure priority is assigned to resolve issues
- Actively participate in the development, implementation and management of action plans for escalated customer and critical priority issues
- Drive creation of knowledge base solutions and documentation for key technical support topics
- Assembles and leads cross functional teams under a matrix management structure to address and resolve complex incidents and problems
- Responsible for analyzing risks and recommending mitigations for changes
- Project Reporting - external and internal, participates in customer project meetings
- Manage scope changes, own financials for the shared support team
- Responsible to develop and perform analysis of trending reports to proactively prevent outages and deliver solutions
- Create and manage off-hours and weekend support rotation schedules
- Actively participate in project sizing and resource requirements
- Partner with entire organization to continuously improve stability of production systems
- Develop and trend metrics to assess and improve Production support utilizing continual service improvement methodologies
- Maintain an expert understanding of the production environment where the applications run, the technologies utilized and the application workflows
- Handle administrative responsibilities such as scheduling, time sheets, resource management, and annual reviews
Skills :
- Proven ability to provide technical support
- Ability to assess, analyze & provide recommendations for complex issues
- Exceptional client handling skills - able to work with all levels within the client portfolio
- Possesses the aptitude to quickly understand work processes and flows in various business units
- Ability to lead discussions and troubleshooting effort work with different technical teams
- Familiarity with various application architectures including web, client/server, and mobile
- Experience in implementing or supporting monitoring strategies, tools and procedures
- Experience in managing SLAs & ability to build relationships with various stakeholders
- Experience in partnering with release management team in improving production support
- Ability to work in a fast paced team environment
- Must be able to function with minimum supervision and be able to prioritize all work tasks
- Prior experience in manufacturing industry preferred
Qualifications :
- 8 - 12 years of experience in application support
- 3 years of experience with incident management & operational metrics
- BE / BTech / ME / MS
- Tools: Salesforce, Java/J2EE, SQL Server, Oracle, Java, J2EE, XML, .Net, Oracle PL-SQL, SOA, Web Services,
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