MISSION - WHY THIS POSITION EXISTS

• As a leader of Technical CCC, this role holder has to manage both operational and strategic responsibilities.

• At an operational level, CCC leader has to

o Ensure that every day transactions are responded to customers' satisfaction (250, 000 interactions an year)

o Ensure every transaction is completed within the SLAs agreed with the businesses and customers' expectations

o Have a complete understanding of Technical support process and service level agreement with the countries in the support scope.

o Ensure every escalation is handled carefully and closed in the system on time with proper analyze and the reasons behind the escalations to ensure they don't recur.

o Use process simplification and digitization, automation etc. to achieve efficiency year on year and also to improve customer SLAs (viz. chatbots / RPAs / other automations etc.)

o Increase the contribution to revenue generation YoY through inbound technical queries.

o Accountable for development and performance of direct reports and teams by identifying training needs.

o Participate in business improvement project meetings and share constructive feedback/inputs and contribute significantly to improve Client's customer experience

• At a tactical and strategic level, the CCC leader has to

o Create a roadmap for Technical CCC (Customer support) of the future (some elements: omnichannel, 24*7 availability, Paid support, quicker and accurate resolution) and take measures to implement it

o Coach, mentor and inspire more junior team members to maximize overall engagement, effectiveness and leadership strength of the team

o Design, develop, and implement processes, systems, and technology to support and enhance the support function, including workflow and case management for all BU product lines.

o Work with the Businesses and Product Management leadership to ensure that Customer Care and customers have a voice in the product roadmap and strategy

COMPETENCIES REQUIRED

Must to have

Good to have

Technical

Competencies

• Strong understanding of the Business

• Strong Problem- Solving Skills

• SE product portfolio overview

• Strong understanding of customer facing functions

• Digitization expertise

• Technical Expertise or Know-how

• Engineering background and Post-graduate in Business Management

Functional

competencies

• Management expertise

• Strong people management experience

• Customer handling Experience

• Good understanding of technical specifications of product

Behavioral Competencies

• Strong people management & leadership skills

• Strong communication skills

• Good interpersonal skills

• Customer First attitude

• Go getter attitude

• Influencing skills

Leadership Expectations

-Attract and select top talent

- Build strong internal & external pipeline of talent for current and future needs

- Promote diversity within team and organization

- Establish challenging yet attainable performance expectations

- Provide clear and timely feedback and coaching to others on their performance

- Inspire others by taking risks and encouraging action

- Anticipate and effectively manages resistance to change

- Break down barriers to cross functional global collaboration

- Ensure accountability in the organization for delivery of exceptional customer experience

- Develop vision for systems and structures needed to support growing business

- Demonstrate strong self-awareness

- High audience awareness based on context of the business

- An empathetic leader that is mindful of his/her impact on others

AREAS OF RESPONSIBILITY

(Describe the nature, scope, level of improvements to new ideas, etc.)

LEVEL

*(Full, Partial, Supportive)

MEASUREMENT

(Quantitative or quality criteria to achieve responsibility)

Strategize a roadmap to create extraordinary customer experience for all customer segments & a specific roadmap through remote technical support for customers in Greater India and EAJ zone.

Full

Use continuous improvement tools and drive process excellence with the support of Global Technical Excellence team for better customer experience

Full

Use digitization and analytics to improve the productivity of Customer Success processes and improve the relation and intimacy with customers to further enhance their experience

Full

To provide leadership, on-going performance feedback and training to the entire team to maintain & grow a high-performance Customer Success and Customer Sat teams

Full

To define the technical training program and design the curriculum with the support of Business stakeholders for our customers and channel partners to improve customer experience.

Full

Play an active role in being an advocate for change aligned with larger business objectives related to people, process and technology.

Full

Provide technical expertise in data analysis and metric definition in order to make recommendations that drive meaningful business.

Full

.
Manage & Train the team to develop delivery plans that maximize customer experience and achieve higher value realization and customer satisfaction

Full

.
Actively participate in Key Stakeholders meetings to provide an overview of the customer experience, including escalations and areas of concern, as well as feedback from customers on product support-ability

Full

*Full: Fully responsible for the results of the work

Partial: Partially responsible for the results of the work

Supportive: Provide support to the person accountable for the results of the work.

Educational Qualifications

Must to have

Engineering background in any stream, MBA (Preferable)

Job Experience

Overall Experience

10-15 years of experience in Marketing, Sales or Product management role managing technical specifications/ or in a technical leadership role in R& D with exposure to direct customer interactions.

Relevant Experience

Customer Experience and Technical Support preferably handling a team

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150 000+ employees in 100+ countries
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