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Technical support manager
Essential Role Functions: Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Strong understanding of process automation in high tech companies developing products. Build and manage relationships with key stakeholders within customer organizations. Establish trust and rapport with customer leadership and operational managers Liaison with other internal organizations such as Sales, Product Management, Customer Support, Professional Services, R&D and Operations Develop and deliver annual account plans, quarterly business reviews and weekly status updates for all accounts Monitor customer utilization and develop strategies to increase usage and adoption of Orcanos solutions Develop and maintain deep expertise of Orcanos products and best practices to provide value to customers. Continually assess, document and analyze customer gains for efficiency and effectiveness Research industry insights and market data. Develop strong business partnerships with our customer and partners. Perform business analytics on customer data to identify areas for highest need of focus and/or opportunity for return on investment Manage to customer contract including scope, expectations and goals Coordinate additional customer Services, including training, consulting and support as necessary Have a full understanding of customer Business, wants & needs and work to ensure that they are consistently exceeded Support the Sales team in identifying business development.
Educational Details: Bachelor’s degree in computer science and business
City: Surat
Recruiter: Neha Jain - +91 70697 10005
Qualifications: Bachelor’s degree in computer science and business
Created Date: 2024-10-21
Experience: year
Salary:
Industry: IT
Openings: 1
Primary Responsibilities :
Provide technical support to client customers Write posts in forums Maintain user manual Provide know-how, best practice for implementing client for new customers Provide chat support Resolve functional/technical issues Prepare videos Some QA activities in order to achieve excellence in the product Ensure customer success through high-quality implementations Do basic pre-sale demos to potential customers, escort new customers on their first steps
Desired Skills:
At least 3 years experience in supporting/implementing/professional services for similar ALM tools, such as (we put stars to indicate priority): Polarion (now of siemens) *** HP ALM *** Jama software *** Seapine *** IBM DOORS ** MKS Integrity (now PTC) *** Smartbear (ALMComplete )** TechExcel ** Requirements Matrix ** TFS (for the requirements and MTM - test management) *** Teamcenter (Siemens) ** ETQ *** Master Control *** Sparta Systems ** Grand Avenue ** Atlassian * Agile Oracle ** Strong technical understanding of web based application working environment. Experience with SaaS, Web-based technologies Strong written and verbal communication skills in English - MUST _________________________________________________________________________ Strong Program/Project management skills and coordination. Strong understanding of project management methods. Able to manage multiple work plans, schedules, resources, and deliverables. Experience with Technical account management or Engagement management. Excellent organizational, time management, relationship management, business strategy and analytic skills Successful implementation and operation of relevant business technologies, processes and procedures Proven ability to retain and grow business within existing accounts Experience developing, nurturing, and maintaining both Executive and management relationships Strong written and verbal communication skills in English Residence in Surat Some experience in technical writing, preparing videos, posts, powerpoints etc. Experience/tech knowledge in Microsoft environment
Experience Requirements:
5+ years in an account management (or similar) role with responsibility for delivering projects and/or technical solutions 3+ years working in Software-as-a-Service (SaaS) product business 3+ years working in technical support building team and tools. Major Advantage if worked on supporting one of the following tools vendors: JIRA by Atlassian, QC by HP, Master Control, Grand Avenu, TFS by Microsoft, Team Center by Siemens, Agile by ORACLE, JAMA, JAZZ/DOORS by IBM.
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