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Manager, Admin Services @ Icertis

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 Manager, Admin Services

Job Description

  • Understand Icertis platform as well as its implementation at specific customers very well including configurations, customization and integrations.
  • Understand assigned customers business and operational environment with ongoing understanding of its health. Increase awareness within Icertis, drive operational improvements based on customer insights.
  • Work closely with customers to answer questions about the features and capabilities of our product.
  • Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills and product knowledge.
  • Act as a guide to the rest of the team and share customer specific knowledge to drive faster resolution of issues
  • Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
  • Proactively monitor activities for assigned customers and highlight steps needed to increase adoption, service consumption and drive customer satisfaction.
  • Expert in planning, monitoring and communication with customer on the delivery of the scope.
  • Act as the liaison between Customer and Icertis internal organizations to ensure client escalations are resolved in due time. Manage cross-functional interactions with internal teams e.g. product development, engineering, and QA.
  • Develop and deliver weekly, monthly and quarterly operational reviews focused on trouble ticket status and consumption/adoption data with key customer contacts on a regular basis.
  • Some travel (~10%) is expected to visit assigned customers.
  • Overseeing Service Delivery: Ensuring Application Enhancements and Application Support services are delivered efficiently and meet client expectations.
  • Managing Teams: Leading project teams and coordinating with various teams to resolve issues.
  • Monitoring Performance: Tracking key performance indicators (KPIs) and ensuring high performance levels.
  • Budget Management: Managing budgets and finding ways to reduce costs without compromising service quality.
  • Customer Relationship: Maintaining strong client relationships and addressing their needs and feedback.
Skills:
  • Leadership: Strong leadership and team management skills.
  • Communication: Excellent communication skills for interacting with clients and team members.
  • Problem-solving: Ability to troubleshoot and resolve issues effectively.
  • Project Management: Proficiency in managing application enhancements workstream and tracking progress.
  • Customer Service: Strong focus on customer satisfaction and service improvement.
  • Willingness to operate in European shift and travel on demand.
  • Prior experience as functional consultant / business analyst
  • Experience working with Enterprise and Strategic customer
  • Excellent verbal and written communication, negotiation and relationship building skills.
  • 15+ years of customer engagement experience and proven track record working with heterogeneous teams spread across multiple locations / time zones is mandatory.
  • Hands-on experience in supporting enterprise products, troubleshooting and debugging customer issues in an Enterprise SaaS environment is essential.
  • Knowledge of Microsoft technologies, Cloud services and RDBMS platforms preferred.
  • IT Project Management experience is highly desirable.
  • Experience in software development is a strong plus.
  • Bachelor s degree or equivalent technical experience with a keen business sense is required.
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Engineering - Software & QA
Role Category: DBA / Data warehousing
Role: Database Administrator
Employement Type: Full time

Contact Details:

Company: Icertis
Location(s): Pune

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Keyskills:   Application support Automation Team management Contract management RDBMS Relationship building Customer relationship Customer service Service quality Operations

 Fraud Alert to job seekers!

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Icertis

This is a manufacturing, Trading and Retail Sales Company.\r\nProducts: Door, Chokhat, Plywood, Board etc.

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