Product Support Manager

Job Description

Product Analysis and Customer Support (PACS) provides support to clients using Temenos products which includes clients in product Implementation stage clients already live on Temenos products. All support requests from these clients are handled by PACS Function as the bridge between Temenos and assigned clients, operating as the Single Point of Contact (SPOC) for all communications and coordination Actively monitor outstanding tickets logged under allocated clients Prioritize open tickets for analysis based on client s feedback Prioritize tickets in Maintenance and ensure delivery as per SLA Follow up with clients to gather any additional information required for the logical closure of support tickets Liaise with Client and Account/Project Managers to : a. Understand different milestones like UAT, Upgrade, go-Live etc., by keeping respective department informed b. Provide regular project and status updates via conference calls and email, including timely communication of any rescheduling in the delivery of fixes, if any Mentor support managers across designated regions and manage relationships with top-tier clients. Serve as the Support Account Manager for select Private Wealth Management (PWM) clients. Ensure and maintain a high level of client satisfaction through proactive support and effective relationship managementYou will SKILLS BE/B Tech candidates with 8 to 10 years exp in Production Support (Banking Domain experience) 3 to 5 years experience in Team management Experience Managing Tier 1 Clients Mentoring Support Managers Client facing experience with ability to build relationship / communicate with the client Well Versed in excel and project management plans Possess ability to track, report and manage Metrics Revenue versus Cost management Industry Awareness in terms of leading practices. Identify customer pain points and apply domain knowledge to drive effective solutions, ensuring high levels of customer satisfactionYou should have