Associate director SAAS product support

Director – Product Support

Requirements:

• Bachelor’s or Master’s degree in business, engineering or a related field. • 13+ years of experience in Product Support (L1 & L2) with 3+ years in leadership roles. 

• Proven track record of managing multiple customers, products and teams  simultaneously. 

• Strong problem solving, analytical and decision-making skills with a customer-first  approach. 

• Ability to work in a fast-paced environment and complex support operations. • Strong communication and stakeholder management skills. 

• Passionate about delivering exceptional customer experiences with a deep  understanding of customer needs and expectations. 

• Develop and execute comprehensive support strategy to enhance customer experience  and aligned to business objectives. 

• Lead and manage multiple support teams ensuring high performance and continuous  improvement. 

• Collaborate with stakeholders for effective resolution and service delivery. 

• Ensure effective communication and issue resolution among internal and external  stakeholders. 

• Establish and track key performance metrics to measure effectiveness and efficiency,  identifying areas for service and productivity improvements. 

• Strong understanding of software products, technologies and customer requirements to  provide product feedback to drive enhancements. 

• Identify opportunities to improve processes, knowledge base management and self service or diagnostic tools.  

• Actively contribute to business review meeting and conduct team governance meetings,  reviews and reporting.  

• Manage Support budgets and optimal resources allocation to meet business objectives  and customer demand.  

• Foster a culture of customer-centric mindset and continuous improvement with a focus  of delivering high quality support experiences.

For Internal purpose only:

1. Title: Director – Product Support 

2. Location: Bangalore, Pune and Mumbai

3. Job Type: Hybrid  

4. Work Timing: Ready to work in US business hours 

5. Salary range: 50-55 LPA (no additional allowance) 

6. Department: Technical Services 

7. Cost Center: 69-PRO-OPS-COM 

8. Reporting Manager: Pavan Kumar 

9. CV screening: Please share with me along with current/expected CTC and notice period 

10.Notice Period: 30-60 days