PeopleOne - Manager - Product Support - Learning Management System Domain

Wecome from PeopleOne Technology Pvt. Ltd, Perungudi, Chennai - a renowned product development organization in the domain of LMS (Learning Management System).

We are looking for Product Support Manager/Customer Support Manager with 12+ years of experience in providing software product support to global customers (US/Europe). Preferably SaaS Product Support and working in Software Product Company - LMS domain.

Job Responsibilities :

- Bringing in transformation in the way Product Support is being handled by introducing industry standard best practices for Support management.

- Directly responsible for the product and support operations on day-to-day for the success of Global client base.

- Work closely with peers, Technical and Application Support teams to deliver a very high-level experience for customer success.

- Provide oversight to Product Support Engineers and enable them to maintain a high level of client satisfaction.

- Daily operation and management of the Technical and Product Support team through the effective use of resources, including scheduling, staff development, and management of client escalations. This includes involvement in hiring, developing and retaining talent.

- Review and approve client escalations, including providing an informed, objective point of view on global prioritization of all escalated cases.

- Responsible for team performance, analysing trends and reporting on performance metrics to management on a regular basis.

- Maintain a deep understanding of the product application including the various features and configuration options to be able to provide the required guidance to support engineers.

- Work closely with Service Delivery and Sales teams to ensure client Retention and Success.

Key mandatory skills:

- SaaS Product Support experience

- Exposure to Global Customers

- Elearning Industry exposure

- LMS Knowledge preferable

- Experience in Managing Support Team

- Support Process understanding