Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Technical Support Project Manager. (Morning Shift: 6.00 Am - 3.00 Pm IST).
Fostered and strengthened strategic client relationships, serving as the primary point of contact for all issues and improving customer experience throughout the end-to-end customer lifecycle.
DUTIES AND RESPONSIBILITIES:
During the weekly calls, the summary provided to the customer must be thorough and comprehensive, covering all relevant aspects of their inquiries. It is essential to carefully review each case and their respective updates beforehand to ensure that the customer does not feel like their concerns are falling into a black hole. Instead of offering a vague response like “It’s with Engineering,” TPMs should elaborate on the specific status of their request, including any actions being taken, timelines for resolution, and who is responsible for the next steps. This level of detail will help build trust and reassurance with the customer.
Monitor all health metrics (Case responses, Resolutions, and RCA SLAs) related to the customers managed by TPM every week. This will help ensure we are trending in the right direction and provide visibility to management.
Closely monitor all assigned escalated accounts, develop a comprehensive account get healthy plan, and ensure execution and adherence to drive accounts toward a green status. Ensure that the account health status remains in the GREEN category.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric
