Manager, Customer Success Management
Full-time
insightsoftware
Team Leadership & Operations:
Lead and develop the India support team including hiring coaching and performance management
Establish team structure processes and workflows to optimize support delivery
Mentor support engineers on troubleshooting methodology call handling skills and proactive diagnostic techniques
Customer Support Excellence:
Ensure timely resolution of customer issues while maintaining high quality standards
Implement and track KPIs SLAs and support metrics to drive team performance
Review customer feedback from surveys and implement action plans to improve satisfaction
Guide customers toward self-service support options and knowledge base resources
Partner with Product Engineering and Cloud Operations teams to resolve complex technical issues
Work with Customer Success and Sales teams to ensure smooth customer experience
Provide product feedback and enhancement recommendations based on support trends
Collaborate on knowledge management and documentation initiatives
Drive continuous improvement in support processes and tools
Analyze support trends and implement knowledge-centric support practices
Ensure compliance with ITIL standards and company support procedures
Drive adoption of AI-powered support tools to enhance response times automate routine inquiries and improve resolution accuracy
Bachelors degree in business Finance Computer Science or Engineering
- 12-15 years of experience in technical/product support with minimum 5 years in team leadership
- Experience supporting financial software ERP systems or SaaS products
- Strong technical background with Windows-based technologies and cloud platforms
- Proficiency with CRM platforms (Salesforce preferred) and support ticketing systems
- Experience with Incident and Problem Management processes
- Excellent communication and stakeholder management skills
- Ability to work flexible hours to support global customers
- Demonstrated experience leveraging AI tools in support operations with hands-on knowledge of AI-powered platforms (Forethought preferred)
Experience with financial ERP systems (NetSuite Oracle ERP Cloud SAP S/4HANA)
Knowledge of Disclosure Management Planning or Consolidation products
Familiarity with BI tools and analytics platforms
ITIL Foundation certification or equivalent
Experience building knowledge bases and self-service support programs
Background in the CFO office technology space
Strong understanding of AI applications in customer support including chatbots predictive analytics sentiment analysis and automated case routing
Experience implementing AI-driven knowledge management and self-service solutions
At insightsoftware we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion national origin gender sex gender identity or expression sexual orientation age citizenship marital or parental status disability veteran status or other class protected by applicable law. Remote Work :
Full-time
Vacancy posted more than 2 months ago
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