Sr Manager / Customer Support Manager

Location: India, Hyderabad

Sr Manager/ Manager of Customer Support is ultimately responsible for ensuring the success of the portfolio of Harri’s customers. The Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Success Agents along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organisational importance, guide / mentor the next cadre of leadership as per Harri values, while being a face of organisation to the wider world The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services.

In addition to sound technical knowledge, the Manager should possess exceptional analytical, communication, and customer service skills.  To be successful in this role, analysts are naturally curious, problem solvers and client driven.

Key Responsibilities:

• Overall work-experience of 12+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.

• Maintain customer relationships by providing exceptional service and ensuring we deliver value through our services.

• Serve as primary escalation contact for high priority support cases, including overall triage management

• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

• Ensure the adherence to SLAs, and Key Metrics according to Organization expectations and objectives

• Coordinate with internal teams as needed to meet customer needs & requirements while managing customer expectations

• Be proud of what you work on, obsess about the quality of the work you produce.

• You have a passion  for customer success and laser focus on providing customer value.

• Excellent Written and Verbal Communication Skills with Strong logical, analytical and problem-solving skills

• Strong Understanding of business & technology

• Strong Negotiation & Consultative Abilities

• Ability to understand, articulate and manage customer expectations

• Ability to interact with multiple global customers

• Experience dealing with large, complex accounts building relationships.

• Experience in working with remote teams effectively.

• Ability to work in a fast paced, ever changing, start-up environment

• Knowledge of how enterprise implementations, professional services, support processes work – will be a definite plus.

• 4 - 6+ years of overall experience in dealing with customers.

• PMP is an added advantage

• Previous experience with many of our system tools a plus: Jira, Tableau, Zen Desk, Confluence, Hive, Google Drive, Google Slides, Gong, Zoom, Omnivore.io, Trello, Airtable, Gainsight, Whimsical, Miro, and Salesforce.

*Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.

If you think you'd be a good fit for the Sr Manager/ Manager– Customer Support , we look forward to meeting you!

Location: India, Hyderabad

Sr Manager/ Manager of Customer Support is ultimately responsible for ensuring the success of the portfolio of Harri’s customers. The Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Success Agents along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organisational importance, guide / mentor the next cadre of leadership as per Harri values, while being a face of organisation to the wider world The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services.

In addition to sound technical knowledge, the Manager should possess exceptional analytical, communication, and customer service skills.  To be successful in this role, analysts are naturally curious, problem solvers and client driven.

Key Responsibilities:

• Overall work-experience of 12+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.

• Maintain customer relationships by providing exceptional service and ensuring we deliver value through our services.

• Serve as primary escalation contact for high priority support cases, including overall triage management

• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

• Ensure the adherence to SLAs, and Key Metrics according to Organization expectations and objectives

• Coordinate with internal teams as needed to meet customer needs & requirements while managing customer expectations

• Be proud of what you work on, obsess about the quality of the work you produce.

• You have a passion  for customer success and laser focus on providing customer value.

• Excellent Written and Verbal Communication Skills with Strong logical, analytical and problem-solving skills

• Strong Understanding of business & technology

• Strong Negotiation & Consultative Abilities

• Ability to understand, articulate and manage customer expectations

• Ability to interact with multiple global customers

• Experience dealing with large, complex accounts building relationships.

• Experience in working with remote teams effectively.

• Ability to work in a fast paced, ever changing, start-up environment

• Knowledge of how enterprise implementations, professional services, support processes work – will be a definite plus.

• 4 - 6+ years of overall experience in dealing with customers.

• PMP is an added advantage

• Previous experience with many of our system tools a plus: Jira, Tableau, Zen Desk, Confluence, Hive, Google Drive, Google Slides, Gong, Zoom, Omnivore.io, Trello, Airtable, Gainsight, Whimsical, Miro, and Salesforce.

*Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.

If you think you'd be a good fit for the Sr Manager/ Manager– Customer Support , we look forward to meeting you!