Manager - ITAM/ FNMS

Flexera Software

2 - 5 years

12 - 17 Lacs

bengaluru

Posted:2 weeks ago| Platform:

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Skills Required

procurement team management networking linux process improvement customer support windows troubleshooting oracle technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities:

Team Management: Lead, mentor, and develop a team of 5-10 technical support engineers across various experience levels and geographies, fostering a collaborative and supportive work environment. Recruit and retain diverse talent, and cultivate an inclusive environment.
Customer Support: Oversee the resolution of complex technical issues for customers and partners, ensuring timely and effective responses.
Customer Satisfaction: Follow up with customers to gauge their satisfaction with problem resolution, identify technical support problem areas based on CSAT survey scores and customer feedback. Handle CTAs (Calls to Action) and implement corrective actions where needed.
Performance Monitoring: Track and analyze support metrics to evaluate team performance & goal attainment, identify trends, and implement strategies for continuous improvement. Complete performance reviews and goal-setting exercises within company deadlines.
Training and Development: Provide ongoing training and development opportunities for team members to enhance their technical skills, customer service capabilities, and career progression.
Innovation: Lead from the front as we incorporate exciting AI solutions into our working methods. Develop and refine support processes and best practices to enhance operational efficiency and service quality.
Cross-Functional Collaboration: Work closely with other departments, such as product management and engineering, to deliver required custom outcomes, action customer feedback, and contribute to service improvements.
Escalation Management: Handle escalated customer issues with professionalism and urgency, ensuring customer satisfaction and resolution.
Documentation : Ensure that all support documentation, including knowledge base articles and troubleshooting guides, is accurate and up to date.
Customer Relationship Management: Build strong relationships with key clients, understand their needs, and provide tailored support solutions.
Strategic Planning : Contribute to the strategic direction of the overall support team, aligning goals with company objectives and customer needs. Lead and participate in management-specific initiatives to improve the customer experience and employee engagement.

Requirements:

Passionate customer orientation and dedication.
At least 2 years of experience as Technical Support (2nd tier) or similar, preferably in a global B2B-focused SaaS.
2-5 years experience as a Team Leader, managing people and operations.
Solid written, verbal, interpersonal communication, and customer service skills are needed to work successfully with customers in high-stress and/or ambiguous situations.
Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment. Ability to follow standard engineering principles and practices. Creative approach to problem-solving.
Willingness to go the extra mile to get the job done within SLAs and customer commitments.
Comfort in a fast-paced environment where team success is encouraged.
Innovative mindset and enthusiasm for process improvement.
Strong understanding of management practices and techniques.
Excellent leadership and interpersonal skills.
Familiarity with technical skills and expertise that your team will leverage, including:
- Windows and Unix/Linux operating systems, Oracle and Microsoft SQL Server databases, SQL queries, and networking and communications protocols.
- Basic programming and scripting knowledge - for example, PowerShell.
- Experience with IIS, browser dev tools, and APIs.
Bachelor s degree in a technical area preferred (Engineering, Computer Science, IT/Information Systems, etc.).

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