sales@alliancerecruitmentagency.com | Contact No.  / +918980018741

Technical support manager

5+ years in an account management (or similar) role with responsibility for delivering projects and/or technical solutions 3+ years working in Software-as-a-Service (SaaS) product business 3+ years working in technical support building team and tools. Major Advantage if worked on supporting one of the following tools vendors: JIRA by Atlassian, QC by HP, Master Control, Grand Avenu, TFS by Microsoft, Team Center by Siemens, Agile by ORACLE,  JAMA, JAZZ/DOORS by IBM.

Surat

Salary : 0-

Openings: 1

Posted: 24-07-2017

Job Views: 79

Job Details

Job Description:

Essential Role Functions:

  • Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.

  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

  • Strong understanding of process automation in high tech companies developing products.

  • Build and manage relationships with key stakeholders within customer organizations.  Establish trust and rapport with customer leadership and operational managers

  • Liaison with other internal organizations such as Sales, Product Management, Customer Support, Professional Services, R&D and Operations

  • Develop and deliver annual account plans, quarterly business reviews and weekly status updates for all accounts

  • Monitor customer utilization and develop strategies to increase usage and adoption of Orcanos solutions

  • Develop and maintain deep expertise of Orcanos products and best practices to provide value to customers. Continually assess, document and analyze customer gains for efficiency and effectiveness

  • Research industry insights and market data.

  • Develop strong business partnerships with our customer and partners.

  • Perform business analytics on customer data to identify areas for highest need of focus and/or opportunity for return on investment

  • Manage to customer contract including scope, expectations and goals

  • Coordinate additional customer Services, including training, consulting and support as necessary

  • Have a full understanding of customer Business, wants & needs and work to ensure that they are consistently exceeded

  • Support the Sales team in identifying business development.

 

Educational Details: Bachelor’s degree in computer science and business

Location: Surat

State: Gujarat

Notice Period: 1 Month

Recruiter: Neha 01

Qualifications:

Bachelor’s degree in computer science and business

Created Date: 24-07-2017

Desired Skills:

  • At least 3 years experience in supporting/implementing/professional services for similar ALM tools, such as (we put stars to indicate priority):

    • Polarion (now of siemens) ***

    • HP ALM ***

    • Jama software ***

    • Seapine ***

    • IBM DOORS **

    • MKS Integrity (now PTC) ***

    • Smartbear (ALMComplete )**

    • TechExcel **

    • Requirements Matrix **

    • TFS (for the requirements and MTM - test management) ***

    • Teamcenter (Siemens) **

    • ETQ ***

    • Master Control ***

    • Sparta Systems **

    • Grand Avenue **

    • Atlassian *

    • Agile Oracle **

  • Strong technical understanding of web based application working environment.

  • Experience with SaaS, Web-based technologies

  • Strong written and verbal communication skills in English - MUST

_________________________________________________________________________

  • Strong Program/Project management skills and coordination. Strong understanding of project management methods. Able to manage multiple work plans, schedules, resources, and deliverables.

  • Experience with Technical account management or Engagement management. Excellent organizational, time management, relationship management, business strategy and analytic skills

  • Successful implementation and operation of relevant business technologies, processes and procedures

  • Proven ability to retain and grow business within existing accounts

  • Experience developing, nurturing, and maintaining both Executive and management relationships

  • Strong written and verbal communication skills in English

  • Residence in Surat

  • Some experience in technical writing, preparing videos, posts, powerpoints etc.

  • Experience/tech knowledge in Microsoft environment

 

Responsibilities:

  • Provide technical support to client customers

  • Write posts in forums

  • Maintain user manual

  • Provide know-how, best practice for implementing client for new customers

  • Provide chat support

  • Resolve functional/technical issues

  • Prepare videos

  • Some QA activities in order to achieve excellence in the product

  • Ensure customer success through high-quality implementations

  • Do basic pre-sale demos to potential customers, escort new customers on their first steps

Experience Requirements: 5+ years in an account management (or similar) role with responsibility for delivering projects and/or technical solutions 3+ years working in Software-as-a-Service (SaaS) product business 3+ years working in technical support building team and tools. Major Advantage if worked on supporting one of the following tools vendors: JIRA by Atlassian, QC by HP, Master Control, Grand Avenu, TFS by Microsoft, Team Center by Siemens, Agile by ORACLE,  JAMA, JAZZ/DOORS by IBM.

Industry: IT

Salary Range: 0-

Openings: 1

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