Aithent - Manager - Customer Relations

Role Description :

• Team Leadership : Lead, mentor, and manage our Customer Service and Product Support (CSPS) team, comprising Technical Engineers, QA Specialists, and Product Analysts. Foster a high-performance culture focused on customer success.
• Customer Product Assistance : Provide strategic guidance and hands-on support to assist customers in effectively using our products, ensuring they derive maximum value and achieve their business objectives.
• Technical Issue Resolution : Oversee and streamline the process of diagnosing and resolving complex technical issues reported by customers. This includes directing root cause analysis and coordinating with internal teams for sustainable solutions.
• Performance Reporting : Develop and manage performance metrics and reporting for the CSPS team, evaluating product performance from a customer's viewpoint and identifying areas for improvement.
• Customer Satisfaction : Champion customer satisfaction initiatives, proactively addressing feedback and implementing strategies to enhance the overall customer experience.
• Strategic Initiatives : Assist in implementing strategic initiatives to improve support processes, tools, and knowledge base, ensuring service excellence.
• Compliance & Best Practices : Ensure the team adheres to company policies, service level agreements (SLAs), and industry best practices for customer support.

Required Skills and Experience :

ref : iimjobs.com)