Senior Customer Service Manager
Sanmina Corporation
Chennai, Tamil Nadu
Customer Service Mgmt 3

Description

The Senior Manager of Customer Service is an experienced, passionate leader who can lead an existing support organization of an industry leading cloud MES platform, as well as continue to build and scale the team to meet the company’s rapid growth. The ideal candidate can proactively identify and address business needs and the impact of these on a Customer Support organization, the candidate must have a proven track record delivering excellent Customer Service to direct customers. The candidate for this role must work collaboratively with all other groups including Product Management, Engineering, Professional Services, Marketing, Sales, and Finance. The candidate must have experience defining processes and implementing systems for automated Support Delivery (e.g., Knowledge Base, Case Tracking, Reporting, etc.) as well as Support Case activity via email and telephone. The candidate must also have experience providing 24x7
Support with resources based in other countries.

Responsibilities

Provide direction, leadership, development and management of Customer Service and operations to ensure client needs are handled in a professional, courteous and timely manner

Oversee Support organization performance reviews, set quarterly goals, objectives, and metrics and measure and monitor productivity and goal progress

Analyze support data and provide reporting insights to assist in management decisions which align operational performance with strategic goals

Maintain technical competence of support organization by identifying needs, establishing and conducting training, as well as skill enhancement programs

Develop strategies to manage cost and scale without reducing the quality of service

Provide leadership and guidance to team members, maintain ongoing two-way communications, and promote professionalism, teamwork, and outstanding service

Regularly review and ensure Customer Support activities align and support the needs and growth of the business.

Empower the team to develop internal documentation and knowledge base articles to help improve standards of support

Establish policies and procedures supporting efficient and effective delivery of quality support services including case tracking and escalation processes, system automation, etc. Assist with the deployment and advancement of Freshdesk.

Identify and deploy additional systems and tools as needed to enhance the capability of the Support organization in managing cases as well as troubleshooting and tracking activity

Evaluate current and future systems, tools and processes; recommend improvements or changes as appropriate to optimize efficiency, productivity and the customer experience

Establish, develop and improve Customer Support practices

Train new staff in customer service tools as we continue to provide full 24x7 support

Required Job Qualifications

Bachelor's degree in Information Technology or similar, MBA is a plus

10+ years of experience in managing and leading Customer Service organizations within a SaaS company.

Experience with ITSM solutions (Freshdesk is a plus)

ITIL v3 Foundations Certification or proven record of ITIL principles applied in previous position

Experience in leading teams through change, coaching and mentoring

Current background in managing a team of remote Customer Support engineers

Technically savvy, with the ability to discuss technical issues at a high level with both technical and non-technical users

Proven and successful track record building and scaling support operations in a fast-growing company

Required Skills

Comfortable with ambiguity

Excellent organizational and analytical skills

Visionary – ability to paint the future and communicate effectively, then drive to execution

Adaptable to change

Take responsibility and accountability

Inspire confidence and motivation

Situational leadership

Seeks and utilizes feedback

Skilled as a motivating leader with a successful track record of motivating teams in a dynamically evolving environment

High-level of integrity and decision-making skills

Strong sense of urgency; exceptional verbal and written communication skills

Ability to understand and communicate highly complex technical / financial issues