Job Description :
Nagarro is seeking an experienced Application Support Manager with a proven track record of supporting Salesforce for new and existing clients. The Salesforce solution is part of a strategic company initiative and includes integrations to other systems are required by the business. The Support Manager will lead a team of functional and technical members and work closely with internal business partners who are users of the system. The successful candidate will have experience building and growing a support organization including hiring, training new employees, implementing new support processes and offering high quality support.
KEY RESPONSIBILITIES
Manage, lead, mentor and develop support team, with a range of experience, in a fast-paced environment.
Assign work and monitor on-going activities/problems of team members and work with them to assure proper follow up and closure.
Set and communicate support team goals and objectives.
Monitor departmental goals to ensure client satisfaction including staffing, volume, response times and quality of service.
Provide feedback, training, and coaching.
Manage staff real time settings to increase staff performance levels.
Act as a subject matter expert for software support ensuring support process is proactive and timely; respond to escalated client issues and negotiate solutions based on client needs and company policies.
Understand product solutions (high level) and business drivers such that support of work is prioritized and managed in accordance to business needs. Pass on client feedback to the team to improve the overall product and processes.
Review, track and publish support metrics and develop plans to help reduce problem areas. Proactively forecast resource needs based on team performance and system stability and quality.
Engage with implementation teams to prepare to transition clients from implementation to support. Create presentation for transition that set clear and reasonable mutual expectations while maintaining high customer satisfaction.
Recruit, hire, and retain individuals with skills, knowledge and experience necessary to enable the organization to meet department needs.
Escalate issues when necessary to ensure compliance with Service Level Agreements.
QUALIFICATIONS
Bachelor’s Degree (computer related field preferred
A minimum of 8 years related experience in a support organization providing both customer service and technical support.
Knowledge of Salesforce.com is a plus.
Experience working with offshore teams who supplement the onshore workforce.
Demonstrated experience in creating and implementing processes and procedures necessary to maintain high levels of customer satisfaction and retention.
Ability to resolve issues and exhibit strong initiative in a demanding environment.
Excellent planning, training and follow-up skills.
Hands on work attitude and customer service savvy.
Experience working with cross-functional and cross-organizational (vendors, clients, partners) teams, collaboratively.
Excellent oral and written and customer facing communication skills.
Excellent leadership and management skills.
Some travel – 10-15%