Aithent - Manager - Customer Relations

Role Description:

- Team Leadership: Lead, mentor, and manage our Customer Service and Product Support (CSPS) team, comprising Technical Engineers, QA Specialists, and Product Analysts. Foster a high-performance culture focused on customer success.

- Customer Product Assistance: Provide strategic guidance and hands-on support to assist customers in effectively using our products, ensuring they derive maximum value and achieve their business objectives.

- Technical Issue Resolution: Oversee and streamline the process of diagnosing and resolving complex technical issues reported by customers. This includes directing root cause analysis and coordinating with internal teams for sustainable solutions.

- Performance Reporting: Develop and manage performance metrics and reporting for the CSPS team, evaluating product performance from a customer's viewpoint and identifying areas for improvement.

- Customer Satisfaction: Champion customer satisfaction initiatives, proactively addressing feedback and implementing strategies to enhance the overall customer experience.

- Strategic Initiatives: Assist in implementing strategic initiatives to improve support processes, tools, and knowledge base, ensuring service excellence.

- Compliance & Best Practices: Ensure the team adheres to company policies, service level agreements (SLAs), and industry best practices for customer support.

Required Skills and Experience:

- 12-18 years of experience in the software industry, with a strong emphasis on roles involving customer interaction and product support.

- 4+ years leading customer support or service delivery teams, demonstrating strong leadership and team management capabilities.

- At least 2 years working with US-based clients, showcasing exceptional cross-cultural communication and client relationship management skills.

- Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and empathetically to diverse stakeholders, particularly international customers.

- Proven ability to assist customers in effectively using software products and troubleshoot complex issues from a user's perspective.

- Experience in a large company environment supporting international customers from India-based centers is highly preferred.

- Strong problem-solving and analytical abilities, with a focus on delivering practical and timely solutions.

- Master's/Bachelor's degree in a relevant field or equivalent practical experience.