Tech Project Mgr

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

The Technical Project Manager, Support Operations will be responsible for supporting, providing structure, and handling communication for key projects, and tools and automation initiatives that help drive better customer experience with our Qualys platforms as well as drive improvements in ease and efficiency for Qualys Customer Support team while providing support for the platform.

The Technical Project Manager, Support Operations will work closely with Support Product Management, Product Managers, Engineering, Business Application team, Support leaders, and sales to drive the above-mentioned responsibilities.

The right candidate must have excellent communication, organizational, leadership, and customer relationship skills. This candidate will establish proper expectations with customers and internal stakeholders, drive speedy outcomes within schedule, and communicate status throughout the organization.

Duties and Responsibilities :

• Utilize quantitative data to identify top support issues by volume, time to resolution, satisfaction, customer impact, and other key measures.
• Identify scenarios and issues which should be prioritized based on impact.
• Utilize qualitative data to understand the impact of identified scenarios and issues to customers and Qualys.
• Build customer stories and business cases for action for high-impact issues.
• Partner with product engineering to drive action on top issues in order to improve product quality, documentation, support tools, and diagnostic capabilities.
• Partner with support leadership to improve support experiences including enhancements to support processes, content, and technical capabilities.
• Track status and progress of identified scenarios and issues.
• Participate in executive reviews to demonstrate progress and gain sponsorship of issues which require executive sign-off.
• Utilize KPIs to determine the effectiveness of actions taken.
• Assist with the creation of content for customer-facing changes related to Customer Support Portal, Community, Chat, and Phone Support.
• Assist with prioritizing feature requests that are important sales blockers and manage communication to sales and marketing while working with engineering and PM teams until resolution or decision.

Knowledge, Skills, and Abilities Required :

Management Skills (Must have) :

Locations : Pune