A business unit of Cloud Software Group, ibi (formerly Information Builders) is a global leader in data and analytics. Our software platform empowers organizations to transform industries and make informed, data-driven decisions that impact millions of lives every day. We are committed to identifying the best solutions for our clients and providing award-winning customer service. We are looking for a dynamic professional to join our team and contribute to our future growth.
This is aremote position located in India.
The Role
The Gold Support Account Support Manager (ASM) is the dedicated, primary technical advocate and relationship owner for ibi bu most strategic Gold-tier customers. Operating within ibi bu, the ASM ensures the highest level of technical service delivery, acting as a crucial liaison to achieve maximum customer satisfaction and ensure the continuous, successful usage of the ibi product stack, with a focus on WebFOCUS. This role demands a proactive, consultative approach, closely collaborating with Sales, Product Engineering, and Renewal divisions to identify strategic customer needs, fulfill service commitments, and guarantee the annual renewal and expansion of the customer's investment.
Reports to:Support Manager
Key Responsibilities and Duties
- Dedicated Customer Advocacy & Technical Management: Act as the single point of accountability for all technical support escalations and service delivery for assigned Gold customers, ensuring their issues are addressed with a strong sense of urgency and high professionalism.
- WebFOCUS and ibi Product Expertise: Provide and coordinate advanced support for issues relating to WebFOCUS and the broader ibi product portfolio (including data, analytics, and integration tools).
- Customer-Facing Engagement: Proactively facilitate and lead recurring technical and strategic meetings with Gold customers to review open cases, prioritize technical issues, and discuss platform roadmaps.
- Case Resolution and Promotion: Oversee, manage, and work collaboratively with L1/L2 teams to drive the progression of all assigned account cases from initial contact to resolution. Promote sensitive or critical customer situations within the support team and to external resources like Product Engineering.
- Communication Leadership: Manage both internal and external communication regarding new features, defects, and critical support issues. Attend internal meetings where high-severity customer cases are discussed to ensure rapid progress and resolution.
- Product Development Liaison: Act as the customer's advocate with the Product Engineering/R&D divisions for technical requests, tracking product software anomalies (defects) and product enhancements (NFRs) to ensure timely work progression and delivery.
- Value Realization and Retention: Guide assigned customers in the adoption of recent software releases through services such as upgrade planning/guidance, Health Checks, and application assessments to modernize customer applications and enhance the value of their ibi investment, thus ensuring customer retention.
- Escalation Management: Strictly adhere to the established escalation protocol for high-severity cases (e.g., Severity 1/P1), managing all internal and external communications to ensure swift resolution.
- Cross-Functional Collaboration: Develop and maintain strong working relationships with the customer's account team (Sales, Customer Success) and internal support teams to ensure cohesive service delivery.
- Support initiatives to enhance, improve and increase customer retention
Job Qualifications
- College degree (preferably in Computer Science or a related field) or equivalent practical work experience.
- 2 years of technical support or data processing experience in enterprise software environments.
- Minimum of two (2) years of direct, dedicated customer-facing support and engagement experience with WebFOCUS customers.
- Demonstrated technical support experience with the ibi product stack, including core expertise in WebFOCUS.
- Working knowledge of application development principles, data analytics, and integration concepts.
- In-depth knowledge of one or more enterprise operating systems, relational databases (SQL proficiency is a plus), and scripting/programming languages.
- Prior experience in a key account management, technical sales, or technical customer success role is a significant advantage.
Required Skills
- Exceptional written and verbal communication skills with a proven ability to deliver effective presentations on support roles, technical topics, and service offerings.
- Strong analytical, debugging, and diagnostic skills for complex enterprise environments.
- Excellent organizational, time management, and follow-up skills with the ability to effectively multitask and prioritize a high-volume workload.
- Strong sense of urgency and the ability to identify and address critical situations proactively.
- Proven ability to work with a minimal amount of supervision and thrive in a team-oriented environment.
- Strong customer support and negotiation skills, focused on developing an ongoing, trusting relationship with the customer as their primary advocate.
- Willingness and ability to travel as needed
About Us:
Cloud Software Group is one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.If you need a reasonable accommodation due to a disability during any part of the application process, please email us at AskHR@cloud.com for assistance.
