Indusface - Manager - Client Services
Published date: 2024/01/10
- Location: Mumbai, Maharashtra, India
Job title : Manager - Client Services
Location : Mumbai
Experience : 5+ Years
Role
The Manager, Client Services will be responsible for managing Indusface's Global Client Services Group, while working with Indusface's management team to service its world class product - IndusGuard, engaging with customers, and partnering with the leadership team on overall business success. She/he will be reporting to VP, Engineering SaaS.
Job Description
• Efficiently manage the IndusGuard Global Client Services group, which provides service desk and monitoring support to clients worldwide. The global client service programs needs to be managed as per service level agreements in a timely and accurate manner.
• Operational objectives and work plans to be developed to ensure maximized productivity and timely delivery
• Optimal service to be ensured by clear interpretation and implementation of client service policies
• Ensure quality customer service by planning, developing and managing effective quality assurance processes and related training
• Develop and execute methodologies for improvement of processes, tools, and training of staff to ensure successful launch of new releases of IndusGuard.
• Mentor and guide team to become proficient in the resolution of complex client service needs to ensure accurate technical support information.
• Develop procedures to address client dissatisfaction and plug in tracking mechanisms to monitor dissatisfaction levels.
• Strong customer support skills with demonstrated ability effectively dealing with escalated customer concerns. Manage customer escalations and service requests, including trend analysis and reporting.
• Manage performance of Client Support staff through coaching, education, and performance metrics.
• Direct staff for prompt resolution of customer's technical support issues.
• Drive continuous service improvement based on quality metrics and customer feedback.
• Develop the procedures employed to monitor the perceived quality of client interaction with staff to ensure standards of quality are met.
• Manage inter-departmental relations , working to improve processes and quality of customer interaction by reviewing customer satisfaction survey data and identifying areas for Profile :
• Bachelor of Engineering. Higher education in technology related fields such as Computer Science or Management Information Systems would be an added advantage.
• Should have 4+ years of experience in Client Services for a software solution. Experience in Information Security would be a great benefit.
Should Have Excellent Soft Skills
• Excellent communication skills
• Strong interpersonal skills
• Strong leadership qualities
• Strong analytical and organizational skills Preferred Certified in CEH, OSCP or other relevant certificates
• 5+ years of relevant experience in the field of Ethical hacking /Security testing with minimum of 1 year of managerial role.
• Subject matter expert of application security testing, API security testing, Mobile application testing, Network security testing
• Ability to manage a team
• Effective project management skills
• Excellent verbal and writing skills
(ref:hirist.com
Location : Mumbai
Experience : 5+ Years
Role
The Manager, Client Services will be responsible for managing Indusface's Global Client Services Group, while working with Indusface's management team to service its world class product - IndusGuard, engaging with customers, and partnering with the leadership team on overall business success. She/he will be reporting to VP, Engineering SaaS.
Job Description
• Efficiently manage the IndusGuard Global Client Services group, which provides service desk and monitoring support to clients worldwide. The global client service programs needs to be managed as per service level agreements in a timely and accurate manner.
• Operational objectives and work plans to be developed to ensure maximized productivity and timely delivery
• Optimal service to be ensured by clear interpretation and implementation of client service policies
• Ensure quality customer service by planning, developing and managing effective quality assurance processes and related training
• Develop and execute methodologies for improvement of processes, tools, and training of staff to ensure successful launch of new releases of IndusGuard.
• Mentor and guide team to become proficient in the resolution of complex client service needs to ensure accurate technical support information.
• Develop procedures to address client dissatisfaction and plug in tracking mechanisms to monitor dissatisfaction levels.
• Strong customer support skills with demonstrated ability effectively dealing with escalated customer concerns. Manage customer escalations and service requests, including trend analysis and reporting.
• Manage performance of Client Support staff through coaching, education, and performance metrics.
• Direct staff for prompt resolution of customer's technical support issues.
• Drive continuous service improvement based on quality metrics and customer feedback.
• Develop the procedures employed to monitor the perceived quality of client interaction with staff to ensure standards of quality are met.
• Manage inter-departmental relations , working to improve processes and quality of customer interaction by reviewing customer satisfaction survey data and identifying areas for Profile :
• Bachelor of Engineering. Higher education in technology related fields such as Computer Science or Management Information Systems would be an added advantage.
• Should have 4+ years of experience in Client Services for a software solution. Experience in Information Security would be a great benefit.
Should Have Excellent Soft Skills
• Excellent communication skills
• Strong interpersonal skills
• Strong leadership qualities
• Strong analytical and organizational skills Preferred Certified in CEH, OSCP or other relevant certificates
• 5+ years of relevant experience in the field of Ethical hacking /Security testing with minimum of 1 year of managerial role.
• Subject matter expert of application security testing, API security testing, Mobile application testing, Network security testing
• Ability to manage a team
• Effective project management skills
• Excellent verbal and writing skills
(ref:hirist.com
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