Director, Customer Support

　　Location: Hyderabad, India

　　Travel Percentage: 0% - 10%

　　Employment Type: Full-Time; Salaried

　　Reports To: MG & GM

　　Job Description About Us At Innovapptive, we bring industrial front-line workers, back-office operations and asset management strategy together through real-time digitization, consolidation and visualization of business critical insights captured through our connected worker solutions.  Our platform is the only patented and “Code-Free” connected worker platform for SAP and IBM Maximo. We are disrupting and automating today’s archaic, tedious, & labor intensive paper-based processes for maintenance, repair, operations, & supply chain management globally in industries such as oil & gas, distribution, manufacturing, mining and utilities. Innovapptive empowers users with a suite of highly configurable mobile apps, providing their back-office with instant visibility into front-line data. This allows for better planning, scheduling, adoption monitoring and actionable insights. Some of the world’s largest brands such as Newmont Mining, Dominion Nuclear, Hess, Shell, UNICEF, and Reckitt are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges, while delivering jobs better, faster, cheaper and safer.

　　We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the world's "unicorn" brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more!

　　Our mission is made possible by Innovapptive’s most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Because of the success of our product, we are experiencing monumental growth in our workforce, and we constantly look for exceptional talent to join us. At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and improve the lives of 350 million industrial front-line workers around the world.

　　  The Role In the Director of Customer Support role, you will be responsible for leading the team of Customer Support Representatives and providing best in class product support to our SaaS customers. The goal; create a culture of customer centricity and minimizing customer effort in receiving support and solving pain points. Your team is accountable for making sure all submitted technical and application-related issues regarding Innovapptive products are addressed, adhering to contractual support SLAs. You are also responsible for assessing and improving support processes and metrics, including team performance and customer satisfaction data collection and reporting. You will work to ensure that our core team of CSRs is able to provide level 1 troubleshooting and root-cause analysis, and also triage to the proper level 2 and Level 3 support as needed. Support plays a key role by delivering low customer effort and world-class technical and application support to our dynamic and growing customer base. How You Will Make an Impact: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

　　Be an Innovapptive product ambassador, staying abreast of all product line’s features and functionality. Provide recommendations for process improvements internally and with customers.

　　Continuously improving support delivery through iteratively improving policies, procedures and operations.

　　Lead the team toward a culture of excellence: support processes discipline, escalation pathing, executive involvement - ultimately removing the burden from the customer in order to resolve their support challenges.

　　Manage customer expectations and escalations. Excellent mediation and influencing skills are important to performing this duty.

　　Establish best in class KPIs and measure the support organizations performance to those goals. Standardized performance metrics should be established ensuring uniformed performance criteria and coaching.

　　Lead by example firstly and also coach and mentor CSRs in customer facing skills, product knowledge and root cause analysis methodologies.

　　Recruit A-level talent and scale the team to meet our company growth objectives.

　　Manage day-to-day operations including ticket volume management, service level attainment, and maniacal focus on exceeding customer expectations.

　　Identify opportunities for continual improvement and lead the implementation of changes to drive efficiencies including business partner satisfaction with project execution and operational support.

　　Drive a culture of support excellence - efficient, respectful, courteous, knowledgeable.

　　Drive timelines with Product Managers, Product Engineers and Professional Services to ensure the bug fixes and root cause analyses and resolutions are conducted in a timely and efficient manner.

　　Handles escalated troubleshooting tasks and works with team members on problem recognition, correlation & notification, maintains an open line of communication regarding events and follow-ups.

　　Proactively determine ways to improve support/service, including development and execution of a customer self-service support model

　　Expand Innovapptive’s self help knowledge base, community forums and social media efforts (in conjunction with social media marketing)

　　Work with IT Help Desk associates with problem resolution and information gathering, determining needs, and conducting research to find a correct solution.

　　Required skills and experiences:

　　10+ years of related customer support experience in Enterprise Software ( SaaS or SAP)

　　10+ years of experience in a leadership/managerial role

　　Clear and concise oral and written communication skills

　　Track record as a strategic thinker, creative problem solver and solutions provider

　　Skilled mediation and conflict resolution techniques

　　Self-starter - developing/implementing new procedures and operations

　　Perform duties and make decisions with patience and tact under frequent time pressures.

　　Able to build and mentor a world class team of individuals with a passion for bringing value and satisfaction to our customers and

　　Desired Skills and Experiences:

　　8+ years of related customer support experience in SaaS and in SAP and Maximo

　　5+ years of experience working with or for asset intensive organizations in the Oil & gas, Mining, chemicals, utilities and manufacturing space

　　10+ years of experience in a leadership/managerial role

　　KPI and SLA analyzing and reporting skills, with a desire to understand underlying issues, patterns, opportunities and key insights

　　Product development experience, including leading and managing an engineering team

　　Adept at working in a fast-paced environment

　　What We Offer: 

　　Competitive compensation, including stock options 

　　Exciting career growth by being a part of rapidly growing organization

　　Exceptional health, vision, and dental care

　　Innovapptive does not accept and will not review unsolicited resumes from search firms.

　　Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace.  Qualified applicants will receive consideration for employment without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.

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