Associate Director

Job Description : Associate Director - Global Client support Gurgaon 12-18 yrs 45 - 55 lacs Company Offers robotic solutions for warehousing, SCM & logistics (warehouse automation) Key Responsibilities: Take ownership to drive customer happiness through support metrics and SLA’s Manage a 24/7 team across multiple geographies, and provide an environment of continuous improvement and mentorship Manage global support budget and drive efficiencies by utilizing internal and 3rd party support tools Work with internal stakeholders and customers to templatize service offerings and agreements across geographies and product lines Managing proactive monitoring, and incident and escalation management Maintain customer relationships by handling their questions and concerns with speed and professionalism • Review RCA’s for incidents and drive a continuous improvement roadmap Effectively run the feedback loop with Product and R&D teams Requirements Engineering graduate with a minimum of 10-12 years of experience in software support, including 6-7 years in managerial capacity Experience of managing both onshore and offshore support teams Experience in managing global clients and support partners through software support, responsiveness and meeting SLA commitments Availability to travel for work

---

Back