Head– (Global) After Implementation Support
Job Code: Head– (Global) After Implementation Support
Qualification (Educational): A degree in engineering or equivalent.
Location Country: India
Years of Experience:
- 20-25 years of experience, including at least 10 years in a leadership role with extensive
experience supporting and maintaining applications post implementation - A minimum 15 plus years of experience in Customer facing roles & Customer support.
- Good to have a long stint in HR products or SaaS companies supporting complex products
with high volume of cases. - Demonstrated ability to effectively manage support teams of over 100 members.
Skill Sets Required:
1. Product team - responsible for design, architecture, engineering & vision of the product
2. Implementation team – this team works with the client to install, train and handhold
the client through the implementation lifecycle. This team consists of functional expertise
3. Global Support – post implementation this team handles customer queries, bug fixes &
change requests. In our case for almost 250 customers globally
4. Managed Services – this team is a value-added team that runs payroll on behalf of our
clients. Our clients buy our product and also pay us for the services.
Altogether, this team comprises of around 700 employees. We call this team as the HRP
(Human Resources & Payroll – product line)
Roles & Responsibilities:
- Accountable for delivering great support experience to global customers.
- Ensure resolution of issues within agreed SLAs.
- Review all change requests, escalations, service requests and customer satisfaction.
- Introduce global standards to better manage daily operations – including ticketing, status
- reporting, customer community and issue deflection.
- Be the Voice of the customer -- Identify and drive changes in Product and company
Processes to increase efficiency while improving Customer Experience. - Forecast the demand, Recruit, hire, develop, and retain a high-quality team
- Lead and inspire the L2 and L3 support teams to deliver an outstanding user experience
- with Ramco product support.
- Proactively manage and enhance overall product technical stability for customer instances.
- Identify and address recurring issues to boost product reliability and performance.
- Optimize the function’s profitability against sold margins, ensuring efficient resource
- utilization and cost-effective operations.
- Collaborate seamlessly with product development and implementation teams to ensure a
cohesive customer experience. - Deliver top-notch services in compliance with ITIL processes and stringent data security
requirements.