Careers

Become part of the fast-growing, dynamic Guavus team

Senior Manager – Global Customer Success & Support

Gurgaon, India

Responsibilities:

  • Be the primary point of contact to the customer to ensure they have the best experience and get the most value and ROI from our platform.
  • Manage a team of highly technical associates who are responsible for providing excellent service to our customers.
  • Work with your peers around the world to guide initiatives and continually develop technical team members.
  • Manage open support issues, work in progress and ensure quality and timeliness of support.
  • Conduct quarterly business reviews with customer, review Guavus performance against target timelines, exchange feedback and drive improvements in the engagement process.
  • Provide leadership in problem-solving, including proposing and discussing fixes, advising, and educating customers.
  • Coordinate at regular intervals with customer to track critical milestone e.g. go-live releases or upgrades, and align support resources availability and focus accordingly.
  • Collaborate with engineering teams to track status and drive product fixes and feature requests; provide concise progress updates to customer.
  • Be the point of escalation for the customer to report concerns on quality or timelines, or for other critical issues needing immediate attention.
  • Manage team schedules and work assignments in Kanban and Agile.
  • Promote adoption services to drive renewals and up sell opportunities.
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.

Desired Skills:

  • Bachelor’s degree in Computer Science, Engineering or a related field.
  • Minimum 10 yrs with at least 5 years of commercial experience in a deployment or technical support environment, in a technology-oriented company preferably Wireless or Telecom.
  • Should have completed at minimum one project end-to-end in a technical role before assuming manager role, preferably in a global organization.
  • Understanding and leadership in support processes, KPIs and SLA management is required.
  • Ability to handle escalations and drive customer communications on daily basis.
  • Proven ability to learn and apply new skills and processes quickly, and coach and teach others.
  • Demonstrated experience managing a team with customer focus and service orientation.
  • Ability to handle multiple tasks at once, prioritize, and work under pressure.
  • Ability to work in process-based environments, with the necessity of taking initiative and making decisions.
  • Solid leadership and coaching skills.
  • Ability to communicate courteously and effectively with customers, third-party vendors, and partners.
  • Proficiency with Customer Relationship Management (CRM) software such as, Salesforce, as well as JIRA and Confluence.
  • Excellent written and verbal communication skills in English.