Manager, Admin Services
- Icertis
- 15 - 20 years
- Pune
- 3 days ago
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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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: DBA / Data warehousingRole: Database AdministratorEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
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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