Head - Global ERP Product Support - Chennai, India - Ad Astra consultants Pvt Ltd

Description

• Manage, Lead, and Grow a team of 40+ individual contributors.
• Oversee the daytoday operations of the team to ensure effective and efficient performance
• Working with the PM team during the sprint releases to help enhance the Product with longterm solutions for customer/product issues.
• Ensure 100% compliance to support SLAs.
• Coach individual contributors to proactively engage Clients to support and drive adoption and usage of specific Products and features within the Orion solution, ensuring maximum business benefits for the Client.
• Coach individual contributors to ensure regular account outreach, report generation, and effective Client Engagement
• Ensure team is meeting expectations and meeting quarterly objectives and commitments.
• Interact closely with Product Engineering team to resolve Product Architectural issues.
• Working with Stakeholders, including Customer Support team, Customer Success team and senior Executive Management to address customer/product issues effectively.
• Working crossfunctionally with Support, QA, Engineering and PM teams to ensure timely responses and resolutions for customer/product issues.
• Updating tickets in a timely manner.
• Providing regular reports to the Management on Product performance and customer issues.
• Managing prioritization and tradeoffs between customer experience, business impact and Product performance.
• Strong Customer Support oriented.
• Strong working knowledge towards ERP Products and Technical Support environment
• Must have strong work exp in Customer Support function preferably at Global level.
• Strong Leadership qualities
• Strong in People Management, Recruiting, Team Development etc