Service delivery manager SaaS applications

Are you passionate about solving problems and creating persistent technical relationships with our customers? Be part of a highly collaborative team that is transforming the way we provide support to Enterprise customers, by shifting focus to proactive and predictive support that is achieved through analytics and deep technical knowledge of customer environments and business goals.

Roles & Responsibilities

● Coordinate communications to TS and account teams regarding key customers, and externally to key customers regarding updates (change notifications, incident management, etc…)
● Coordinating team and individual response to customer escalations that arise from Account, Sales, other teams, or senior engineers, pursuant to specific aligned customers
● Issue/ticket Trend Analysis from ticket queue and agent feedback
for aligned customers
● Triage and escalation assistance for aligned customers to Engineering/Operations/Product teams

Minimum Qualifications

● 7-10 years experience supporting delivery of collaborative Software as a Service (SaaS) applications
● Must have demonstrated skills in managing frontline customer support escalations
● Experience in delivering services and support to large Enterprise customers
● Effective listening and strong verbal and written communication skills
● Excellent analytical and problem-solving skills. Strong understanding of analytical methods and data modeling is highly desirable

Assignment for 1 year