Senior Manager - Technical Support - Digital
- ArCent Global HR
- 11 - 14 yrs
- Noida, Gurugram
- 5 years ago
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Desired Candidate Profile
Job details :
Technical Support Senior Manager - Digital Marketing Customer Care
Recognizing that employees are at the core of our success, Client recruits and retains highly qualified and motivated individuals creates an environment where they can innovate and achieve their best and rewards them for their performance by giving them an opportunity to share in the company's success.
Digital Marketing Customer Care Organization
As a global support organization, the primary focus is to provide world-class, enterprise-level customer care for their solutions within the Marketing Cloud Service Offering.
With a keen focus on customer satisfaction, the Digital Marketing Customer Care organization partners closely with various internal teams within Client such as the Account Management, Engineering, Sales, and Product Management organizations to be - voice of the customer-, providing real-time, real world, Customer experience feedback to these organizations within the company.
Position Summary:
- The Senior Manager for Digital Marketing Customer Care is responsible for driving operational excellence across the service delivery teams in order to provide exceptional customer experiences, motivating and inspiring employees and creating high levels of employee engagement.
- He / She will work cross-functionally with global stakeholders within the Digital Marketing Customer Care Organization and other related business units in order to align goals, activities and resources in a highly integrated and matrix model.
- The roles and responsibilities of the Customer Care Manager are quite diverse, and require proven abilities around People Leadership, Thought Leadership, Results Leadership and Personal Leadership.
Key Responsibilities:
- Provide leadership and direction to a high performing team of (100 plus technical support) passionate, motivated and customer focused professionals.
- Continually focus on building the right capabilities within the organization in order to ensure a quality of the customer experience.
- Execute and create when needed, consistent, relevant and well-communicated operational KPIs that support the delivery strategy and helps drive customer satisfaction.
- Drive customer satisfaction feedback practices and actionable insights aimed at performance improvement.
- Partner on companywide initiatives to ensure customer satisfaction remains Client's priority.
- Communicate with conviction to all internal stakeholders on areas of customer concern.
Education:
UG: B.Tech/B.E. - Any Specialization
PG: Any Postgraduate - Any Specialization
Doctorate: Doctorate Not Required
Contact Details:
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Keyskills: digital marketing technical support customer experience product management customer satisfaction service delivery customer care account management people leadership
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