Key Responsibilities
Team Management
- Lead and manage the L1, L2, and Customer Success teams.
- Assign, prioritize, and monitor support tickets.
- Ensure SLA compliance and timely issue resolution.
- Conduct daily review meetings and monitor team productivity.
- Mentor and train support engineers.
Customer Success
- Build long-term relationships with customers.
- Conduct periodic customer review meetings.
- Handle customer escalations and ensure satisfactory resolution.
- Improve customer retention and product adoption.
AMC Renewal & Collections
- Drive Annual Maintenance Contract (AMC) renewals.
- Follow up with customers for AMC quotations, renewals, and payments.
- Monitor outstanding receivables and work towards monthly collection targets.
- Coordinate with the accounts team for invoicing and payment reconciliation.
- Prepare weekly and monthly AMC collection reports.
Operations & Coordination
- Coordinate with the Implementation and Development teams for product issues and change requests.
- Track pending issues and ensure timely closure.
- Maintain customer communication throughout issue resolution.
- Improve support processes and documentation.
Reporting
- Prepare reports on ticket volume, SLA performance, customer satisfaction, AMC renewals, and collections.
- Present key operational metrics to management.
- Identify recurring customer issues and recommend process improvements.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Commerce, Business Administration, or a related field.
- 58 years of experience in Software Support, ERP Support, Customer Success, or Technical Support.
- At least 2 years of experience managing a support or customer success team.
- Experience in ERP, POS, Retail Software, or SaaS products is preferred.
Required Skills
- Experience managing customer support teams.
- Strong customer communication and relationship management skills.
- Experience handling customer escalations.
- Good understanding of ticketing systems and SLA management.
- Knowledge of AMC renewals, customer collections, and service contracts.
- Strong planning, coordination, and organizational skills.
- Good Microsoft Excel and reporting skills.
- Ability to work with cross-functional teams.
- Willingness to travel for customer meetings when required.
Preferred
- Experience in Retail ERP, POS, Warehouse Management Systems, or Distribution Software.
- Knowledge of retail operations and inventory management.
- Experience using CRM or Helpdesk software.
- Basic understanding of SQL is an advantage.
Key Performance Indicators (KPIs)
- Ticket SLA compliance
- Customer satisfaction
- AMC renewal percentage
- Monthly AMC collections
- Escalation closure time
- Team productivity
- Customer retention
Salary
Up to 45,000 per month, based on experience and capability.
Location: Chennai
Apply: [email protected]
Work Location: In person
