Senior Manager - Customer Solutions

Remote   |   Full Time

As the Senior Manager – Solutions Delivery, you will be responsible for leading a team of Solutions Engineers, Solutions leads and Managers. The team is responsible for providing 24X7 Global product support for all enterprise customers of Chargebee. You will work closely with the cross-functional leaders across the organization to achieve functional objectives aligned to Chargebee’s Vision and Strategy.

 

Key Responsibilities

 

  • Lead and manage the 24X7 operations of the Global Solutions team responsible for providing end to end product support for Chargebee customers

  • Improve overall customer satisfaction with Chargebee through rapid, high quality response and resolution for outstanding support issues. Develop and improve tools, systems, processes and procedures to increase efficiency and effectiveness

  • Ensure "Business continuity" at all times to deliver 24X7 product support

  • Define Goals, metrics, OKRs to measure the effectiveness of support

  • Accountable for handling end to end customer escalations

  • Provide regular feedback to team members for Performance management

  • Passionate people leadership to attract, hire and mentor top talent

  • Design career paths and coach team members to enable inclusive growth and collaborative environment

  • Identify opportunities to increase the scope and impact of the team to drive business growth

  • Key deliverables include but not limited to SLA adherence on response and resolution, CSAT, NPS, CES , People Turnover, Quality adherence, continuous improvement and efficiency parameters

 

Required Skills/Experience

 

  • Senior Manager experience in the enterprise support /SaaS or any hyper-growth industry

  • Good years of experience in managing technical support teams including experience in directly managing Front line managers

  • Ability to work in 24X7 environment as the role is primarily for Americas business hours

  • You should be comfortable working in a fast paced environment where priorities and direction may change rapidly as customer requirements and market direction changes.

  • Excellent communication and presentation skills with an eye for detail and the ability to articulate business needs

  • Collaborate with other customer facing teams to ensure the highest levels of customer satisfaction

  • Project Management skills to plan, organize and execute as per agreed milestones.

  • Very strong analytics, detail orientation and ability to deep dive in processes and systems

Chargebee might be the opportunity you’re looking for

  • If you’re interested in how subscription businesses can get more efficient.
  • If you’re hungry to give and receive feedback, fully understanding that challenging perspectives are the only way that you can grow.
  • If you can bring empathy to problem solving.
If this sounds interesting but you’re not sure you'll tick all the boxes, apply anyway! There’s tons of room to grow at Chargebee.

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