Duties and Responsibility

§  Strong customer facing experience, presence and empathy when managing relationships during escalations

§  Ability to attract and retain great talent. Cares deeply about the team and excels at identifying, mentoring and developing individuals at all levels while providing enterprise-level, world-class customer support

§  Demonstrated passion for creating wildly successful customers, with a track record of rolling out efficient processes and systems

§  Excellent cross-functional communicator and team player. Will need to continuously and effectively partner with Engineering, Products, Sales, Customer Success and Global Services to ensure cross functional initiatives and outcomes are achieved

§  Positive and energetic leadership presence with a strong sense of urgency, hustle and grit

§  Innovative thought leader in Customer Success, with a maniacal focus on customer experience

What we want you to do:

§  Hire, develop and retain talent

§  Development of performance metrics and KPIs to drive continuous process and service improvement

§  Enhance and manage the support infrastructure to provide greater self-serve for Apptio customers, including but not limited to Knowledge Base, Support portals and Case Management systems

§  Own the escalations for both technical and account

§  Be the voice of the customer interfacing with our products and engineering organizations

§  Achieve business results for customer satisfaction, incident management and support SLAs for regional office

§  Manage service vendor relationships

Basic Qualifications:

§  Minimum 3 years’ experience leading a technical support organization building and implementing programs and processes to maximize customer satisfaction and adoption of the products.  Must demonstrate excellence in managing resources and systems to build a high performing team that ensures customer satisfaction and success.

§  Bachelor degree in Computer Science, Information Technology or a closely related field

Preferred Qualifications:

§  Experience leading both packaged and platform support teams

§  Experience building support team in a SaaS company

§  Has built and run Premier offerings

Job Location: Bangalore
Experience (Years): 8-15 Years

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