Associate/Manager - Application Support

As a Manager - Support at Indegene, you will play a vital role in leading and managing support operations to ensure exceptional service for healthcare organizations across various technology platforms. Your expertise in customer support, preferably within the healthcare or technology sector, will be crucial for this role. You will have exposure to supporting Veeva CRM / Marketing Automation (Salesforce) platforms and providing technical support for a wide range of technology platforms used by life sciences companies. Key Responsibilities: - Lead and manage a team of support specialists, providing guidance, coaching, and performance feedback - Develop and implement comprehensive support processes for various technology platforms to ensure efficient resolution of client inquiries - Act as a subject matter expert for technology platforms, troubleshooting technical issues, and providing high-quality support - Collaborate with internal teams (Sales, Product, Development) to ensure a seamless client experience - Monitor key performance indicators (KPIs) and identify areas for improvement within the support function - Proactively identify trends and escalate critical issues to ensure timely resolution - Train and onboard new support team members, equipping them with the necessary knowledge and skills - Maintain strong relationships with third-party vendors for platform support - Analyze support data to identify trends and opportunities for improvement in processes and training - Develop and implement proactive support initiatives like self-service solutions - Stay up-to-date with the latest trends and innovations in technology platforms across various domains Qualifications Required: - 8+ years of experience in customer support, preferably in the healthcare or technology sector - Exposure to support of Veeva CRM / Marketing Automation (Salesforce) platforms - Strong problem-solving skills with the ability to identify root causes and implement effective solutions - Clear communication skills with the ability to explain complex technical concepts in a user-friendly manner - Leadership skills to motivate, mentor, and develop a high-performing support team - Analytical mindset with a focus on continuous process improvement - Forward-thinking approach to support with an interest in leveraging generative AI tools Join Indegene and be a part of a dynamic and collaborative work environment where your ideas are valued. You will have the opportunity to make a real impact in the healthcare industry, work with diverse technology solutions, and benefit from a competitive salary and benefits package. Embrace a culture of learning and development with opportunities for professional growth.,