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Senior Manager -Support(EST Time)

Senior Manager -Support(EST Time)

Insightsoftware

8 - 13 years

5 - 8 Lacs

Hyderabad

Posted:15 hours ago| Platform:

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Skills Required

ticketing tools customer service dbms salesforce technical program management project management oracle sap program management sql netsuite technical support postgresql service delivery management support management itil sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Insightsoftware is a growing, dynamic software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team! LocationIndia (Preferred in Hyderabad) Employment TypeFull-time Responsibilities :

Lead and manage global support teams, including hiring, onboarding, and performance reviews.

Ensure 24/7 support coverage through effective scheduling and resource planning.

Drive AI and automation initiatives to enhance support efficiency.

Monitor customer sentiment and engage directly with clients to resolve issues and understand needs.

Collaborate cross-functionally with product, engineering, and cloud teams to share updates and insights.

Communicate product and infrastructure changes to clients proactively.

Set, track, and report on team KPIs and goals.

Maintain support documentation and foster a culture of continuous improvement and knowledge sharing.

Qualifications
Qualifications Must-Have Skills:

Bachelor's Degree in Business, Finance or Computer Science or relevant work experience

8+ years in customer service or technical support management, ideally in financial environments with overall experience in the IT Industry between 12-15 Years

Experience in Managing the teams and working in a Matrix Environment

Proficient with Salesforce or similar ticketing systems.

Hands-on experience with AI tools and implementing AI in support operations.

Strong client-facing communication and interpersonal skills.

Excellent problem-solving, critical thinking, and attention to detail.

Proven ability to lead, mentor, and develop high-performing teams.

Adaptable, organized, and effective in fast-paced, dynamic settings.

Deep commitment to customer service excellence and empathetic client support.

Required to work in U.S shifts or as defined by assigned requirements

Willingness to be on-call on holidays or weekends or as required by the business

Nice-to-Have Skills:

Familiarity with ERP systems like NetSuite, Oracle, SAP

Strong knowledge of databases (Postgres, SQL, Oracle)

Experience with cloud-based solutions and infrastructure

Knowledge of ITIL processes and best practices

Passion for technology and customer success

Additional Information ** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. ** Additional Information
Key Competencies:

Strategic Thinking

Problem-Solving

Data Analysis

Executive Level Communication Skills

Organization and Planning

Cross-Functional Leadership

Risk Management

Stakeholder Management

Resource Management

Process Improvement

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located . **
insightsoftware Hear From Our Team - InsightSoftware (wistia.com)Background checks are required for employment with insightsoftware, where permitted by country, state/province.

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Insightsoftware

Software / Financial Technology

Burbank

500+ Employees

100 Jobs

Key People

Mike Lock

CEO
Craig O’Brien

President
Tory McCullough

CFO

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Senior Manager -Support(EST Time)