Senior Manager - Technical Support - India

Basic Information

Country:

India

State:

NA

City:

IND Bangalore II

Date published:

26-Apr-2021

Job ID:

29963

Travel Amount:

None

Description and Requirements

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.




Position Description:


BMC is actively seeking a smart, dynamic Customer Support Senior Manager with a positive can-do mindset to join our team

The Customer Support Senior Manager will lead a large team of Technical Support Analysts (TSA’s) who provide technical support for different BMC products and related software products.

The Customer Support Senior Manager will be responsible for creating a high-performance team, managing service levels, driving support improvement initiatives, managing customer escalations and ensuring the highest levels of customer satisfaction. The Customer Support Senior Manager will also be responsible for creating a positive friendly environment that promotes talent retention.


Primary Roles and Responsibilities:


  • Create a culture of performance, accountability and customer advocacy
  • Facilitate individual and team growth and development.
  • Lead global initiatives for improving & redefining support processes
  • Ensure the highest levels of operational excellence
  • Ensure the highest levels of customer satisfaction
  • Coach team members in dealing with customer issues.
  • Working directly with customers in the management of technical and business-impacting issues.
  • Manage customer and sales escalations to a successful outcome
  • A proactive approach to team management, foreseeing issues before they become a problem
  • Assist in long-range strategic planning that will meet the changing and future needs of the business.
  • Ability to communicate with and influence other departments with differing priorities.
  • Communicating complex messages to employees to enhance their understanding of the global strategy.
  • Maintaining a global approach to customer support issues and management.
  • Exercise independent thought within defined procedures and practices. 


Qualifications


  • 15+ years of solid experience in a customer facing, technical support environment managing a large and successful team.
  • Comfortable working on a matrix environment with customer success focus.
  • Proven people leadership skills 
  • Proven ability to develop and maintain relationships with customers
  • Proven ability to create and maintain networks with key contacts inside and outside the organization.
  • Proven customer skills and ability to communicate with all levels of organizations
  • Excellent communication skills in English 
  • Prior successful experience supporting technology solutions within a large organization, from executive management through to the technical staff
  • Project management and problem solving skills
  • Ability to learn and effectively utilize Customer Support tools/resources 
  • Inquisitiveness to learn new products and ideas 
  • Must excel in a fast paced, diverse environment
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, sex, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, protected veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.