Kony - Manager - Customer Success Engineering - Technical Support

About Kony :

- Kony is the fastest growin g cloud-based mobile application development platform (MADP) in the industry with over 600 live multi-channel apps, serving over 20 million end users across 45 countries, and generating over 1 billion sessions. Kony provides an integrated software development lifecycle (SDLC) platform to define, design, develop, test, deploy and manage multi-channel applications from a single code base. With Kony, you can deliver stunning user-first experiences, get to market faster and lower your application TCO. Kony also offers a suite of more than 30 ready-to-run B2E and B2C apps that enable customers to quickly extend their business.

- For consecutive 3 years (2013, 2014 & 2015) Kony was named a - Leader- in the Gartner Magic Quadrant for Mobile Application Development Platforms (MADP). For more information, please visit www.kony.com

Job Title : Manager - Customer Success Engineering

Location : Hyderabad, India

Position : Full Time Role

Position Reports to : Director - Customer Success Engineering

- As a Manager of Technical Support Engineers, supporting Kony suite of products, you will have the responsibility to manage a highly skilled technical support team.

- You will work closely with our Management team including Sr. Managers, Director and Sr. VP of Global Support Services, Product, Customer Success and Services teams to ensure that Kony is delivering overall superior service and support to our customers.

Roles & Responsibilities :

- Provide Technical Support for Kony Suite of products that include Mobile Application Development Platform & Mobile Fabric

- Work with Developers & Executives from Enterprise Technology Customer Organizations to help them use Kony products without issues & challenges

- Collaborate with Product, Engineering, Customer Success & Services teams in Kony to manage customer issues & escalations

- Lead & mentor the support team of skilled technical professionals in technology leadership,problem solving & customer management

- Build & Manage the support team by hiring, building capability & career development

- Design, develop, and implement processes, systems, and technology to support and enhance the technical support functions with Knowledge Base, Developer Community & Bug Management

- Develop, implement & own practices that measure the effectiveness and performance of the Technical Support Deliverables

- Be a customer champion, design & drive customer engagement projects for Support group

- Own & achieve great customer satisfaction scores for Support Teams

- Prepare & Present business review & Management reports

- Lead and/or contribute for Strategic Initiatives

Experience & Skills :

- Bachelor's degree in Computer Science, Engineering or a related field with 12 to 15 years of progressive experience in supporting software products

- Minimum 3 years of Customer Support experience supporting and implementing Software products, preferably in a global organization

- Excellent problem solving & troubleshooting skills is required

- Prior software development experience in Java is a must

- Should have done at least one project end-to-end in a technical role before assuming manager role.

- Good hands-on experience on Java, J2EE, JavaScript and App Servers (WebSphere/WebLogic) will be differentiator.

- Knowledge in mobile/web application technologies is preferred

- Experience in application deployments and Production cutovers will be a plus.

- Should possess understanding & leadership in support processes, KPIs & SLA management

- In-depth knowledge of customer service principles and practices is a must

- Ability to handle escalations and drive customer communications on daily basis

- Good experience in providing analytics & metrics on team performance is expected

- Ability to lead & drive performance based team is non-negotiable Experience & Achievements in people management skills is a must

- Should be fluent & excellent in written and oral communication skills

- Must be able to deliver with minimal supervision

- Should be able to deliver 24X7 support coverage to our global customer base