Project Manager - Mumbai/Santacruz, India - DigitalCube Consultancy

DigitalCube Consultancy Mumbai/Santacruz, India

3 weeks ago

Technology / Internet

Description

Job description:

PROJECT MANAGER, OPERATIONS

Location: Mumbai, for an experienced Manager, Operations in the Solution Delivery team for a software product company with an international client base. Candidate should have a zeal to provide quality service and to ensure the satisfaction of the customers. Candidate should have a strong background in SAAS onboarding, managing/developing support processes, handling customer support, and must be disciplined about execution and tracking success. The candidate should be able to demonstrate excellent verbal and written communication skills and should be good at building reference templates for the team to use. The Manager will be responsible for driving customer satisfaction and ensuring smooth ongoing support, and operations.

Roles & SAAS customer onboarding and upgrades

Engage with customers to enable adoption, pre-empt risks

Supervise the activities of a Customer Support team with responsibility for results in terms of customer service satisfaction

Manage operations for support organization

Manage support and associated processes along with underlying ticket/case management systems

Monitor effectiveness and efficiency of team members on a consistent basis and produce necessary reports on a periodic basis

Develop, maintain and evolve knowledge repository for all

Continuously improve customer onboarding, ongoing support processes and systems for entire organization

Assume leadership role in cross-functional teams to drive service delivery and/or product improvements

Provide feedback on improving product / processes

Mentor and train team members for technical and inter-personnel skills on a periodic basis and track their progress

Maintain excellent working relationships with customers IT as well as Business stakeholders.

Leads, directs & reviews the work of the team members.

Establishes and maintains relationships with internal customers, quality control, solutions and template support teams.

Credentials and Experience:

One or more of the following from a reputed university:

Engineering degree (preferably Computers or IT)
MCA
B.Sc. Tech. and / or PGDST/C-DAC.
B.Sc. graduates with PGDST/C-DAC
ITIL certifications
MBA / PMP or any other certifications are a plus
Minimum 8 years of experience in a reputed software organization of which, at least 3 years should be as a Lead or 1-2 years as a Manager having managed operations teams, SAAS product onboarding and support with good interaction with customer representatives.

Knowledge, Skills, and Abilities Required:

Experience of working on enterprise applications, preferably data warehousing or products.
Excellent oral and written communication skills
Ability to deliver engaging, informative, well-organized presentations
Strong leadership and interpersonal skills
Understands data integrations with ERP e.g. SAP etc.
Ability to engage with senior leadership internally and externally to drive in managing customer accounts
Experience of delivering SAAS solutions
Exposure to metrics driven customer engagement
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Job Types: Full-time, Permanent )

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