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Customer Support Lead/Manager – CAFM/IWMS Software

Customer Support Lead/Manager – CAFM/IWMS Software

CSLM/09/24
Experience:

Candidates with 7-12 years of experience in Customer Support, preferably in software or SaaS products, with at least 3-5 years of leadership experience.

Location:Coimbatore (Remote/Hybrid option available)
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Job Summary

The Customer Support Lead/Manager will be responsible for overseeing the customer support function for our CAFM/IWMS software product. This role involves managing a team of support engineers, ensuring customer satisfaction, resolving technical issues, and maintaining high standards of service. In addition, the Customer Support Lead/Manager will handle the Client Demo Life Cycle, ensuring smooth and impactful demonstrations of the product to potential clients. The ideal candidate will have strong technical skills, excellent leadership capabilities, and a customer-first mindset.

Key Responsibilities

  • Customer Support Strategy

    • Develop and implement customer support strategies to enhance service quality and customer satisfaction.
    • Establish metrics and KPIs for measuring team performance and service efficiency.
    • Drive continuous improvement in processes and workflows to optimize customer support.

  • Team Management

    • Lead, mentor, and manage a team of support engineers to deliver world-class customer support.
    • Monitor team performance, provide regular feedback, and ensure adherence to SLAs and customer satisfaction targets.
    • Facilitate training and development programs for the team to enhance product knowledge and soft skills.

  • Customer Issue Resolution

    • Ensure timely resolution of customer queries, issues, and escalations via phone, email, or ticketing system.
    • Act as a point of escalation for complex or high-priority cases.
    • Collaborate with other departments (e.g., Product Development, Sales, and Quality Assurance) to solve technical issues and improve product functionality.

  • Customer Relationship Management

    • Build and maintain strong relationships with key customers.
    • Regularly gather feedback and insights from customers to identify trends, challenges, and areas of improvement.
    • Ensure proactive communication with customers about new features, updates, or known issues.

  • Technical Expertise

    • Develop a deep understanding of the CAFM/IWMS software to troubleshoot and resolve complex issues.
    • Work with the product development team to replicate and diagnose software bugs.
    • Provide input for product improvements based on customer feedback.

  • Reporting and Analytics

    • Prepare regular reports on customer support performance, including response times, resolution rates, and customer satisfaction levels.
    • Analyze customer support data to identify trends and root causes of recurring issues.

  • Collaboration

    • Liaise with the product and development teams to ensure alignment between customer feedback and product updates.
    • Support the sales and marketing teams in customer retention efforts by providing insights on customer experiences.

  • Client Demo Life Cycle

    • Own and manage the end-to-end Client Demo Life Cycle, ensuring effective demonstrations of the eFACiLiTY software to potential clients.
    • Collaborate with the sales and product teams to understand client needs and customize demos accordingly.
    • Collect feedback from demos to refine product presentations and improve the demo process.
    • Track demo success rates and client engagement post-demo to evaluate effectiveness.
Required Skills and Qualifications
  • Bachelor’s degree in Computer Science, IT, or related field.
  • 7-12 years of experience in customer support, with at least 3-5 years in a leadership role.
  • Experience supporting enterprise software solutions, preferably CAFM/IWMS or similar software products.
  • Strong technical background with the ability to troubleshoot software and network issues.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to manage and motivate a team in a fast-paced environment.
  • Strong problem-solving skills with a focus on delivering solutions.
  • Experience working with CRM/ticketing systems and support analytics tools.
  • Ability to handle pressure and manage critical issues with a calm demeanor.
Preferred Qualifications
  • Prior experience in supporting CAFM/IWMS or facility management software solutions.
  • Knowledge of ITIL practices or relevant certification.
  • Experience in handling customers from various geographies and industries.
  • Experience in conducting product demos or handling the client demo process.
Benefits
  • Competitive salary and performance-based incentives.
  • Opportunity to work in a dynamic and growing industry.
  • Flexible work environment (Remote/Hybrid options available).
  • Professional development opportunities and training.
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