Shift Manager (customer Success Ops Team) - IT @ Ad Astra

Position: Shift Manager

Department/Team: Global Customer Success Operations

Experience: 5+ yrs

Qualification: Any Graduate


Job type: Permanent


Job Location: Hyderabad


Shift Type: Rotational Shifts, Pick & Drop Facility Available


About the Team

The Global Customer Success team is integral in creating long term value for our customers and ensuring their success with our technology. This team is highly regarded as trusted advisors that guide and advocate for our extensive portfolio of customers. Working closely with customers, Customer Success plans SaaS implementations, onboardings, trainings, and ongoing support. This team also identifies opportunities and challenges from the way the customer engages with our solution and takes action to help resolve challenges and foster expansion of usage and value from the solution over time.

Overview

The Customer Success Operations Shift Manager will be responsible for recruiting, developing and managing service teams focused on execution of the following main functions:

Client Assist Team: Assist clients with data and user management requests (customer facing); i.e.: add users to data room, change configurations in data room, create new folder structures in data room.
Offline Archive Team: Responsible for scheduling and queue management of offline archive orders (backoffice)
Backoffice Team: Execute on bulk operations for clients and other production functions (backoffice).

Primary Responsibilities

Supervise, train and manage the performance of team members
Responsible for the coordination and timely completion of customer requests
Validate with clients directly complicated requests and resolve issues or complaints
Identify inefficiencies within internal systems and processes and design/implement improvements
Manage risks, priorities and expectations in a fast-paced, queue driven environment
Ensure team meets or exceeds the service expectations of both internal and external clients
Manage the creation and distribution of operational and business reports
Develop and enhance cooperative interdepartmental relationships and communications


Abilities & Qualities
Excellent verbal and written communication skills
Customer focused and passionate about customer success
Strong team-building skills; able to lead by both example and directive
Commitment to deliver high levels of quality and customer service
Able to analyze operational metrics and use statistical analysis as a basis for process improvement
Strong technical acumen and a desire to learn new technologies and methodologies
Commitment to process and technology innovation
Able to thrive in a deadline-driven environment with rapidly changing priorities
A team player with a solution-oriented attitude who is able to develop those qualities in others
Able to train the team to follow best practices
Able to work independently and to exercise sound judgment and discretion in handling multiple priorities, escalating as appropriate

Qualifications

Bachelors or Masters Degree with 5+ years experience in data related Operations
3-5 years experience in managing application, including operations management, systems knowledge, and process design
Experience of directly managing teams, preferably supporting hosted applications
Experience in various metrics and reporting for team productivity, utilization and capacity planning
Experience working with various forms of data, classification of data


Note:

1) Candidates who are willing to work in rotational shifts are preferred to apply.

2) International Call Centre inbound calling experience with Technology Voice support can be preferred.