Who are we and why this opportunity?
SparkCognition, Inc. delivers world-class AI solutions that allow a business to solve their most critical problems, empowering them to run a more sustainable, safer, and profitable business. Our award-winning AI solutions predict future outcomes, optimize processes, and prevent cyberattacks. We partner with the world’s industry leaders to analyze, optimize, and learn from data. We augment human intelligence, drive profitable growth, and achieve operational excellence.Drive change and create a footprint.
Learn more at: SparkCognitionWe are seeking a skilled and experienced Sr Manager of Support to lead our support services division in India. The successful candidate will be responsible for overseeing the delivery of world-class support services, managing client relationships, driving operational excellence, and ensuring the highest levels of customer satisfaction.
You Will:
- Lead and develop a team of support professionals, including support engineers, technical specialists, and customer service representatives, ensuring they are equipped with the necessary skills and knowledge to deliver exceptional support services.
- Build and maintain strong relationships with clients, understanding their support needs and ensuring timely resolution of issues and requests.
- Define and implement support processes and procedures to ensure efficient and effective service delivery, including incident management, problem resolution, and service request fulfillment.
- Monitor and analyze support metrics and KPIs to track performance, identify areas for improvement, and drive continuous improvement initiatives.
- Collaborate with product development and quality assurance teams to escalate and prioritize customer issues, facilitate resolution, and ensure timely delivery of fixes and enhancements.
- Develop and implement strategies to enhance customer satisfaction and loyalty, including proactive communication, customer feedback programs, and service improvement initiatives.
- Manage the financial aspects of the support services division, including budgeting, forecasting, and cost management, to ensure the division operates within budget and achieves financial targets.
- Ensure compliance with relevant industry regulations and standards, as well as internal policies and procedures, to maintain the highest levels of service quality and customer satisfaction.
- Comfortable with a On-call shift for escalations.
- Foster a culture of teamwork, collaboration, and continuous learning within the support services team, promoting professional development and knowledge sharing.
- Stay abreast of industry trends, emerging technologies, and best practices in customer support and service management, and leverage this knowledge to drive innovation and excellence within the organization.
You’ll Have:
- At least 3-5 years experience in a Manager or Senior Manager role.
- Proven track record of success in a leadership role within a technical support or customer service organization, preferably in the software industry.
- Strong understanding of support processes and methodologies, including incident management, problem resolution, and service request fulfillment.
- Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams and build strong relationships with clients.
- Strong experience in performance management.
- Experience managing financial aspects of a business, including budgeting, forecasting, and cost management.
- Strong analytical and problem-solving skills, with the ability to analyze support metrics and KPIs to drive performance improvements.
- Commitment to customer satisfaction and continuous improvement, with a focus on delivering exceptional support services and building long-term customer relationships.
- Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.
- Overlap with the US workday is required.
- Experience with FTS, 24x7 processes and critical situation management.
- Experience hiring strong talent.
- Bachelor’s degree in Computer Science, Information Technology, or a related field; MBA or advanced degree preferred.
SparkCognition is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment.SparkCognition prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.SparkCognition is committed to providing reasonable accommodations throughout the recruiting process.
If you need a reasonable accommodation, please contact us to discuss how we can assist you.
