URGENT OPENING FOR A SOFTWARE COMPANY WITH 50% MARKET SHARE IN THEIR SPECIALISATION IN INDIA ABOUT TO START OVERSEAS. A REPUTED CLIENT OF IPD PLACEMENTS

Job Description:

Our support processes and team are already established. We therefore need someone who can take ownership of the function, proactively review support performance, identify recurring issues and gaps, drive corrective actions, engage proactively with customers, and continuously look at opportunities for automation and improvement.

About the Role
We are looking for an experienced, proactive and process-oriented Customer Support & Success Manager
to lead our customer support function and ensure a consistently high level of customer satisfaction and
success.
Our support processes and team are already in place. This role is therefore not about merely managing
tickets or creating basic support processes. The person will be expected to continuously review support
performance, identify gaps and recurring issues, proactively take corrective and preventive actions, and
improve the way we engage with and support customers.
The ideal candidate should have experience managing customer support or customer success for a B2B
SaaS or enterprise software product and should be comfortable working closely with customers as well as
internal functional, implementation, product and development teams.
Key Responsibilities
1. Customer Support Management
 Own and manage the overall customer support function and customer experience.
 Ensure customer issues are acknowledged, prioritized, tracked and resolved within defined SLAs.
 Monitor pending and ageing tickets and proactively drive them towards closure.
 Ensure effective escalation of critical or unresolved issues and appropriate follow-through.
 Coordinate with functional, implementation, product and development teams wherever required.
 Ensure customers receive timely and meaningful communication until resolution.
2. Customer Success & Proactive Engagement
 Establish a structured mechanism for proactive customer engagement and periodic reviews.
 Understand whether customers are deriving the expected value from the software and identify adoption
gaps.
 Identify customers with recurring issues, low engagement or dissatisfaction before they become
escalations.
 Proactively communicate important product enhancements, capabilities and best practices to customers.
 Capture customer feedback and ensure relevant inputs reach the appropriate internal teams.
3. Support Process Review & Continuous Improvement
 Regularly review the effectiveness of existing support processes, SLAs, escalation mechanisms and
customer communication practices.
 Monitor support operations to identify gaps, delays, bottlenecks, recurring escalations and areas where
processes are not being followed effectively.
 Proactively identify patterns in customer issues and initiate corrective and preventive actions (CAPA),
rather than addressing issues only on a case-by-case basis.

 Conduct periodic reviews of ageing tickets, repeat complaints, reopened issues and customer
escalations and ensure appropriate corrective actions.
 Perform or facilitate Root Cause Analysis (RCA) for significant and recurring issues and ensure identified
actions are taken to closure.
 Identify whether recurring support issues can be addressed through product improvements, configuration
changes, better customer training, documentation, automation or changes in internal practices.
 Review whether existing SOPs, escalation matrices, checklists and support practices continue to remain
effective as the customer base and product evolve.
 Track agreed corrective actions to closure and subsequently review whether the actions have actually
resulted in improvement.
 Continuously look for opportunities to make customer support more proactive, efficient, predictable and
scalable.
4. Automation & Self-Service
 Identify repetitive customer queries and recurring support work that can be reduced or eliminated.
 Develop and continuously improve FAQs, troubleshooting guides, knowledge bases and self-service
resources.
 Explore automation for ticket classification, routing, acknowledgement, reminders, escalations and follow-
ups.
 Evaluate appropriate use of AI, chatbots and other tools for first-level support and knowledge retrieval.
 Use support data to recommend product or process changes that permanently eliminate recurring
support requirements.
5. Customer Support Analytics
 Establish and monitor meaningful dashboards and KPIs covering ticket volumes, response time,
resolution time, SLA compliance, ageing tickets, reopened tickets, recurring issues, escalations and
customer satisfaction.
 Use support data and trends to identify risks, improvement opportunities and preventive actions.
 Present periodic customer support and success reviews to management with observations and action
plans.
6. Team Management
 Lead, mentor and develop the customer support team.
 Define and reinforce clear responsibilities and accountability within the team.
 Monitor individual and team performance and improve product knowledge, communication and problem-
solving capabilities.
 Build a culture of ownership where the objective is not merely to respond to a customer, but to ensure the
customer problem is actually resolved.
 Ensure effective documentation and knowledge sharing so that support quality is not dependent on
individual employees.
Ideal Candidate Profile
 Approximately 5–10 years of experience in Customer Support, Technical Support or Customer Success.
 At least 2–3 years in a team lead or managerial role is preferred.
 Experience in a B2B SaaS, enterprise software or technology product company is strongly preferred.
 Experience handling enterprise or institutional customers would be an advantage.
 Exposure to healthcare technology or other business-critical enterprise applications would be an added
advantage.

Skills & Competencies
 Strong customer orientation and ownership mindset
 Excellent verbal and written communication
 Structured problem-solving and analytical ability
 Ability to identify recurring patterns and drive corrective action
 Understanding of SLAs, escalation management, RCA and CAPA
 Experience with ticketing/helpdesk and CRM systems
 Ability to work effectively with technical and development teams
 Interest in automation, AI and modern customer-support technologies
 Ability to manage difficult customer situations calmly and professionally
 Strong team-management and follow-through skills