Technical Support Manager

We are seeking a Technical Support Manager for our cutting-edge CRM platform. In this role, you will be tasked with cultivating relationships with our esteemed clients, facilitating onboarding processes, and driving product adoption by leveraging our best practices, innovations, and capabilities to enhance customer satisfaction. As the Technical Support Manager, you will provide technical expertise along with a comprehensive understanding of customer support methodologies to enhance business value and customer contentment. Our dedicated teams are committed to demonstrating the advantages of our technology to our clients. By joining our team, you will have a pivotal role in comprehending customer requirements and influencing the direction of customer support. Responsibilities: - Foster trust by ensuring the company upholds commitments to clients, promptly address and resolve customer issues, manage expectations, and coordinate activities as agreed upon. - Develop an in-depth understanding of our product and assist customers in doing the same, including upcoming features. - Identify how customers define success with our product and aid them in achieving their objectives. - Offer proactive guidance and innovative solutions to tackle customer business challenges, strengthen relationships, and enhance product usage. - Advocate for customer needs in internal discussions and projects. - Serve as the primary contact for customers and key stakeholders regarding complex issues. - Lead knowledge sharing initiatives across products and clients. - Utilize customer data to illustrate the transformative impact of our product and its value on customer businesses. - Collaborate with product and engineering teams on customer feedback and feature enhancements. Skills & Requirements (Must Have): - Proficiency in CRM Applications such as Salesforce, JIRA, Zoho, Freshdesk, ZenDesk, etc. - Thorough understanding of Technical Support Processes and Metrics. - Experience in overseeing 24 X 7 Technical Support Teams and Processes. - Familiarity with SAAS Applications. - Knowledge of AI/ML, NLP/NLU, and database technologies is advantageous. - Ability to swiftly grasp and work with emerging technologies, methodologies, and solutions for customer support and success. Qualification & Experience: - 6 to 9 years of experience in technical customer-facing roles encompassing Technical Support, Customer support, customer success, presales, post-sales consulting, and technical services. - Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.,